Motus is the definitive leader in mobile workforce solutions. Its platform simplifies the reimbursement and management of vehicle, device, and location costs through personalized calculations. Empower your team with a suite of fully integrated solutions that take the complexity out of compliance. Peace of mind included.
At Motus, we’re dedicated to making WorkLife better for everyone, anywhere. Our team is the heart of our culture, and we live by our WorkLife Pillars every day – WorkHappy, WorkHealthy, WorkSmart, WorkAnywhere and WorkTogether.
Position Description:
The Team Lead, Vehicle Support partners with the Manager, Vehicle Support to lead team operations and the day-to-day support of all Motus users and administrators as well as to provide mentoring and training to Vehicle Support Specialists.
The ideal candidate is an authority on customer support policies and best practices, a proactive and enthusiastic mentor, and a skilled and organized multi-tasker.
Key success metrics include team performance and service levels.
We prioritize candidates residing in the US's Eastern or Central time zones.
Position Duties:
- Serve as a coach, advocate, resource, and mentor to all Specialists
- In partnership with the Manager of Vehicle Support, supervise and report on team performance data to ensure service levels are consistently met
- Provide proactive and frequent updates to the Manager of Vehicle Support on project progress, personnel issues, and process improvement recommendations
- Provide written performance feedback for Specialists, conduct performance review meetings, and act as a coach to your team in conjunction with the Manager of Vehicle Support
- Manage, supervise, and record all support cases, case updates, and ongoing tasks in Zendesk and Five9
- Act as a go-to resource for support issues that require escalating and work with Specialists to resolve them to completion, joining escalation calls as needed
- Be responsible for the training of new and existing Specialists
- Serve as backup to resolving end-user requests and issues during high volume times of the month
- Serve as the Subject Matter Expert (SME) on Motus products and Vehicle Support tasks and processes
- Liaise with other groups (Customer Success, Enterprise Account Management, Product, etc.) as needed to ensure proactive and timely resolution of member issues
- Actively participate and provide feedback and input during team meetings and check-ins
Desired Skills & Experience:
- 2-4 years of customer service experience, with a minimum of one year in a Team Lead/Management role, preferably in a B2B SaaS environment
- Familiarity with tax and reimbursement processes is a plus
- Experience working in a fully remote environment
- Experience manipulating and analyzing data in Excel
- Outstanding written and verbal communication skills
- Dedication to service excellence and the ability to positively engage with end users
- Excellent coaching skills and the ability to lead by example
- Collaborative and enthusiastic presence
- Ability to engage and empower team members
- Forward-thinker and persistent problem-solver
- Commitment to get the job done, no matter how big or small
- Ability to prioritize and meet tight deadlines
- Attention to detail and strong organizational skills
- Advanced proficiency in Microsoft Office Suite, Zendesk and Salesforce.com
Where required by law, Motus provides a reasonable range of compensation for specific roles. The pay range for this role is $55,000 - $60,000. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications. This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.
Please see below for an outline of the Motus benefits package. Motus supports both the physical and mental health of their employees.
Motus Benefits:
- Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
- Open Paid Time Off
- Flexible Spending Accounts & Health Savings Accounts
- Motus-Fidelity 401K Plan
- Company-paid Short/Long-term Disability & Basic Life Insurance Plans
- Family Planning and Parenting Support Benefits through Maven
- Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
- $1000 Home Office Reimbursement Program
- $2000 Internal Referral Program
- WorkAnywhere Reimbursement of Internet and Cellular Costs
- 16 weeks maternity and adoption leave
- 8 weeks paternity leave
Motus champions the power of true individuality, actively celebrating and accepting each team member. We strategically recruit and retain talent reflecting our local communities’ rich diversity, fostering a culture where innovation thrives. Through dynamic learning sessions, strategic training, and our lively Employee Resource Groups, we kindle substantial dialogues, continuous learning, and ensure every voice is not only heard but celebrated.
Motus, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.