Customer Operations Lead
Job Description
About Motion
Given the speed of AI advancement, we operate under two assumptions about the future of work:
1. AI will do 100x more work over the next decade
2. Humans will always be needed for oversight, strategy, and the toughest decisions
To manage this future, there must be a system that lets a single human manage 100x more work, done by both AI and people. That’s what we’re building at Motion.
We spent the past 5 years building the best automated project management software—an AI project manager that eliminates reactive project management—Motion predicts what will get done early or late, automatically coordinates the right person to do the highest impact task at the right time, and ensures no steps are missed.
The real moat in AI agents is context: whoever has the most data to let the system think and work exactly like their users will win. Motion already has a lead: tasks, projects, docs, meetings, calendars, and communication all live in one place, making us best equipped to swap out human work for AI technology improves. Integrating all these systems seamlessly is incredibly hard, but we're uniquely capable of doing this because we are one of the most operationally excellent companies in the world.
With backing from YC and Sam Altman, a $500M+ valuation, and hundreds of thousands of users, we’re well positioned to lead. Now we’re building agents that work with extreme accuracy and unlock an order-of-magnitude boost in productivity.
Motion isn’t a 9–5. It’s intense, fast, and not for everyone. But if you want to work with top talent, learn fast, and help redefine how work gets done—you’ll thrive here.
Location: North America (Remote)
Compensation: $70k-$125k base salary, plus equity compensation
About the Hiring Manager
Hey, I'm Bishop — I lead Customer Experience at Motion. My background’s in FP&A, but I realized early on I didn’t just want to report on work — I wanted to shape how it gets done. That’s what brought me to Motion, and it’s what’s kept me here: we’re building fast, solving real problems, and pushing the boundaries of how AI and operations come together.
Since joining, I’ve built our support and success functions from scratch — hiring and training ~30 folks across CS, Support, and QA. Now we’re in phase two: scaling what works, automating what doesn’t, and getting way sharper on quality. This role is a key part of that.
I’m not looking for someone to just execute — I’m looking for someone who wants to build: systems, workflows, playbooks, feedback loops, and more. If you're curious, scrappy, and obsessed with making things better — and want to work on the inside of a fast-growing AI startup — this is the place.
The Role
We’re hiring a Customer Operations Lead to help scale and improve our support engine. You’ll handle day-to-day execution (coverage, ticket routing, team performance), and also own the systems that make support run: macros, workflows, QA reviews, onboarding, training, and more.
You don’t need a CX background — biz ops generalists or new grads with strong systems thinking are welcome. This is a great fit if you’re high-agency, love fixing broken things, and want to run a core function at a fast-moving startup. The best people in this role will quickly grow into management or broader CX leadership.
Responsibilities
Run the daily operations of the support team
Manage workload balancing, shift coverage, and on-call rotations
Track KPIs, flag issues, and drive performance improvements
Build and maintain SOPs, macros, and internal tools to boost consistency and speed
Help lead weekly QA and feedback loops with support reps
Analyze performance trends and propose process or tooling fixes
Own the upkeep of the internal knowledge base and training resources
Design and maintain dashboards to monitor support performance in real time
Audit workflows regularly to eliminate bottlenecks and reduce manual work
Coordinate with engineering and product to resolve high-priority bugs and edge cases
Triage escalations and communicate cross-functionally to ensure timely resolutions
Improve how we use AI in support — including LLM agent workflows and QA tooling
Help manage vendor tools (e.g. Intercom, Front, Zendesk) and optimize usage and cost
Partner with recruiting and CX leadership to forecast team growth and capacity
Assist with onboarding and ongoing training of new support hires
What We’re Looking For
Strong systems thinking and ops instincts
Extremely organized with great attention to detail
Can own ambiguous problems and drive them to done
Sharp communicator — clear in writing, fast on Slack
Fast learner and very comfortable with new tools
Bonus: background in support, biz ops, consulting, or process-heavy roles
Bonus: experience with Zendesk, Intercom, Notion, Retool, Jira
Bonus: SQL and Sheets fluency (not required)
No ego. High ownership. Ready to do what it takes
Why This Role?
You’ll be trusted with real ownership from day one
You’ll get exposure to AI systems, ops workflows, and fast decision cycles
You’ll help build the internal systems that power a scaling startup
You’ll work closely with product, eng, and exec teams
Motion is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings.
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Company Information
Location: Toronto, Canada
Type: Hybrid