Motive

• Serve as the senior subject matter expert responsible for troubleshooting and diagnosing complex issues • Collaborate extensively with Product, Engineering, Escalations, and specialized support teams • Build and maintain relationships with accounts by proactively monitoring their accounts • End-to-end ownership of the most critical customer issues • Provide feedback to Product teams on common or emerging issues • Personalize customer experience by strengthening relationships • Train, coach and provide consultations to your direct team

• Own performance, staffing strategy, and organizational health across multiple pods or business segments, ensuring strong coverage models, predictable execution, and consistent delivery against SLAs and KPIs. • Lead and develop a layer of managers and senior ICs, building leadership capability, succession depth, and clear accountability across the organization. • Set the operating cadence for your area through goal-setting, business reviews, inspection mechanisms, and action plans tied to company and support priorities. • Drive workforce planning for your organization in partnership with Workforce Management, Recruiting, and Finance, including headcount planning, hiring targets, shift coverage, capacity modeling, and ramp assumptions. • Partner with managers to ensure high-quality performance management, coaching, career development, and retention across Technical Support Engineers and Technical Account Managers. • Serve as the senior escalation leader for critical customer issues, major incidents, and strategic accounts, ensuring the right staffing, communication, prioritization, and executive visibility. • Participate in and help shape the Technical Support leadership on-call model, acting as a senior incident leader for P0/P1 events and ensuring high-quality incident reviews, action tracking, and operational follow-through. • Own queue health and backlog strategy across your area, identifying systemic risk early and driving structural fixes rather than one-off interventions. • Build and evolve scalable operating mechanisms, SOPs, playbooks, routing models, escalation frameworks, and quality standards that improve consistency, speed, and customer outcomes. • Partner with Support Ops, Enablement, and Backline to identify trends across bugs, product gaps, process friction, and training opportunities, converting them into measurable improvement plans. • Raise the bar on knowledge quality and operational rigor by establishing expectations for documentation, runbooks, reusable learnings, and support readiness. • Represent Support in cross-functional forums with Product, Engineering, CS, and Sales, clearly articulating customer impact, operational risk, and the support implications of business decisions. • Act as a senior customer advocate, ensuring we deeply understand customer pain points, protect ARR at risk, and close the loop on critical issues with urgency and accountability. • Drive strategic projects that improve supportability, efficiency, tooling, and customer experience across multiple teams, not just within a single manager’s area. • Influence product and engineering priorities by surfacing patterns from escalations, incidents, and support data, and by ensuring Support has a strong voice in roadmap and release readiness discussions. • Own executive-level reporting for your area, including weekly, monthly, and quarterly business reviews; synthesize trends, risks, root causes, and recommendations for Directors, VPs, and cross-functional leaders. • Partner with Support Ops and BI teams to improve reporting infrastructure and metrics definitions across SFDC, Tableau, and related systems, ensuring decisions are grounded in trusted data. • Lead change management across your organization, aligning leaders and stakeholders around new workflows, tools, and behavioral expectations, and ensuring adoption sticks. • Proactively identify where the organization will break as scale increases, then design and implement the structures, processes, and leadership mechanisms needed ahead of that curve. • Act as the directly responsible individual for large cross-functional programs, aligning stakeholders on scope, milestones, dependencies, risks, and success criteria.

• Architect & Innovate: Design, build, and maintain scalable cloud infrastructure (AWS/GCP), applying a strong product mindset to create the robust, scalable APIs and backend services that power our mission-critical, self-service application platforms. • Automate Everything: Champion and expand our Infrastructure as Code (IaC) strategy using Terraform, ensuring our complex cloud environments are automated, repeatable, and resilient. • Ensure Peak Performance: Drive a culture of reliability by developing and implementing comprehensive observability solutions (monitoring, alerting, dashboards) to track and improve key performance indicators (KPIs) such as DORA metrics and system uptime. • Lead Incident Response: Serve as a key leader in diagnosing and resolving production issues, minimizing impact and maintaining high levels of service availability through methodical troubleshooting and decisive action. • Collaborate & Empower: Partner closely with other teams to architect elegant, efficient solutions that meet business goals, and provide expert guidance to enhance monitoring and operational processes across the organization.

Who we are: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. About the Role:Implementation Consultant, Mid Market is responsible for building customer relationships and delivering value during the first phase of the customer’s journey with Motive. This position involves effectively onboarding new customers by implementing motive technology, ensuring early product adoption, and educating customers on the value of our motive product, features, and AI technology. A customer-oriented focus is necessary to preserve long-term customer satisfaction. This position requires someone highly organized, has excellent communication skills, and demonstrates good relationship-building with customers. What You'll Do: - Serve as the primary point of contact for new customers during their implementation phase, focusing on our larger customers. - Guide new customers through initial hardware/software/ setup and system training to ensure a timely and successful onboarding/product adoption - Monitor customer progress and activities to ensure adoption and timely activation - Demonstrate excellent ability to collaborate with cross-functional teams such as support, engineering, sales, and product management, financial products team to resolve complex issues and improve customer experience - Handle a large volume of phone conversations and email inquiries - Build customer loyalty by delivering exceptional customer service What We're Looking For: - 3+ years prior experience in a customer-facing role (sales or support) - Demonstrate Salesforce proficiency & your ability to use data to inform engagement plans - Demonstrate a clear understanding of what success looks like for customers and Motive - Effective listening and problem-solving skills - Excellent communication (both written and verbal) and presentation skills - Proven ability to manage multiple responsibilities with a high attention to detail and professionalism - Documentation, Data analysis, Reporting, SQL, and Salesforce experiences are a plus - Experience with fintech and spend management technology is a plus - Ability to build and maintain relationships with clients and their key personnel - Ability to create presentations, project plans, SAAS/Fintech implementation plans and monitor progress and productivity on it - Strong business background including project management, account management, problem-solving, business planning, and analytical skills - Receptive to feedback, willingness to learn and embrace continuous improvement Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

• Lead and develop our growing Customer Support team while ensuring an exceptional support experience for our clients, partners and internal stakeholders • Oversee day-to-day support operations, coaching team members, and ensuring the team delivers responsive, professional, and effective support across phone calls, email communications, and ticketing systems • Leverage cutting edge AI technology to help innovate our product and the customer experience • Help foster a collaborative, positive, and customer-focused team whose interactions meet Motive’s standards for professionalism • Ensure SLAs for responsiveness and resolution are met across all channels (phone, email, and ticketing platforms) • Monitor support metrics and reporting to ensure team capacity and performance is maintained • Handle customer escalations and work cross-functionally to drive resolution • Identify trends in customer requests and collaborate with Product, Engineering, and Customer Success teams to eliminate bottlenecks • Maintain and improve support workflows, processes, and documentation • Oversee new-hire training and professional development for team members.

Who we are: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. Director, Financial & Corporate Communications Location: Hybrid, San Francisco Department: Corporate MarketingAbout the RoleWe’re looking for a Director, Financial Communications to own Motive’s financial narrative and shape how we communicate our business performance and long-term value creation. This person will lead the development and execution of high-impact communications across corporate, financial, and internal channels. This role is crucial in shaping and protecting our corporate brand and financial narrative, ensuring consistent and compelling messaging across all key stakeholders, including media, employees, investors, shareholders, and partners. Key ResponsibilitiesCorporate & Executive Communications - Support and execute the company’s corporate PR strategy, including executive visibility for CEO and CFO, crisis and reputation communications, and media and investor engagement. - Draft and own press releases, media statements, executive quotes, investor and shareholder messaging, and other external materials. - Develop and execute strategies to raise visibility through earned media, owned channels, awards, speaking opportunities, and more. - Advise internal and external stakeholders on communication strategy and positioning. - Coordinate messaging and plans across teams, including Finance, Investor Relations, Legal, Marketing, International teams, executive team, and more. - Serve as a strategic liaison and manage day-to-day coordination with PR agencies. - Travel up to 15% required. Financial Communications - Partner closely with Finance, Investor Relations, and Legal teams to lead communications strategies for major financial announcements and corporate milestones. - Draft and refine internal and external financial materials, shareholder messaging, FAQs, and internal briefing docs. - Ensure financial messaging is accurate, consistent, and aligned with broader corporate communications. Crisis & Reputation Management - Monitor and assess crises and issues that may impact corporate reputation, providing real-time counsel and communication plans. - Develop and maintain messaging frameworks and holding statements for high-risk or sensitive scenarios. - Lead cross-functional alignment for rapid response communications when needed, ensuring consistency and control across channels. - Work with cross-functional teams to lead and oversee issues and reputation management plans and support. - Establish playbooks and protocols for risk mitigation and incident response preparedness. Internal Communications - Develop and manage internal communications plans that keep employees informed, inspired, and aligned on corporate and financial news and updates. - Draft executive communications, manage content for All-Hands meetings, and lead internal message development around key corporate and financial initiatives. - Manage change management and executive communications for c-level executives. Qualifications - 15+ years of experience in corporate communications and public relations with a specific focus on corporate, financial communications and issues and reputation management. B2B and public company experience required. - Proven experience supporting high-growth technology companies through major funding, scale, or pre-IPO phases. - Experience turning complex financial strategy into clear messaging for internal and external audiences. - Demonstrated strength in media relations, with experience building and maintaining relationships with business and financial journalists. - Proven experience working in both in-house and PR agency environments. - Familiarity with M&A communications and corporate transaction-related work. - Strong crisis communications and issues management experience. - Track record of collaborating effectively with cross-functional partners and agency teams. - Excellent written and verbal communication skills, with the ability to translate complex information into clear, credible messaging for diverse audiences. - Strong critical thinking skills and comfort operating in a fast-paced, deadline-driven environment, managing multiple priorities simultaneously. - Bachelor’s degree in Communications, Public Relations, Journalism, or a related field. Advanced degree is a plus. - Strong relationships with Executives, Finance, Investor Relations, and Legal will be crucial to ensure alignment, compliance, and impact across all communications. - Comfort using AI-enabled tools to support messaging development, media and issues analysis, and reputational risk assessment, with sound judgment around appropriate use. - Willingness to work in a hybrid model alongside key executives in our San Francisco, CA office or work from New York City, NY with the ability to travel. Pay Transparency Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits. The compensation range for this position will depend on where you reside. For this role, the compensation range is: United States $180,000—$311,000 USD Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

Who we are: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. About the Role: As Senior Manager, Collections, you will lead Motive’s global collections strategy overseeing an operation of ~70 collectors, primarily based in Pakistan. This is a high-impact leadership role at the intersection of cash flow, customer experience, and operational scale. You will shape how Motive collects from our high-volume accounts utilizing AI and automation, while also ensuring our most strategic Enterprise and Strategic accounts are managed with a sophisticated balance of diplomacy and financial rigor. Reporting to the Director of Finance Operations, you will partner closely with Revenue Accounting, Billing, Order Management, and Account teams to design new SOPs, minimize DSO, and protect our cashflow . The ideal candidate brings strong people leadership, sound operational judgment, and the ability to use data to drive clear business outcomes. *Strong preference for candidate to be located within the San Francisco Bay area.* What You'll Do: - Lead the overall collections strategy for Motive across a global team of roughly 70 collectors, primarily based in Pakistan, and build a high-performing organization with strong accountability, operating rhythms, and leadership development. - Own the strategy and roadmap for collections automation and dunning workflows, including AI-enabled capabilities, with a focus on high-volume credit card-based portfolios where low-touch, scalable recovery is essential. - Serve as a senior collections leader for Enterprise and Strategic accounts, balancing strong customer partnership with a disciplined approach to Motive’s contractual obligations and long-term account health. - Lead collections strategy across international markets, including Mexico, Canada, and the UK/EU, ensuring local nuances are reflected in execution while maintaining consistency in performance and controls. - Maintain clear visibility into account health, invoice status, portfolio performance, and collections forecasts, and turn those insights into actions and updates for leadership. - Partner with Revenue Accounting on close processes related to bad debt reviews, reserves, write-offs, cash payments, and cash application, while driving strategies that improve cash collections, reduce DSO, and mitigate bad debt risk. - Use data to identify trends, risks, and opportunities, and lead improvements across systems, workflows, reporting, controls, and cross-functional execution. What We're Looking For: - 10+ years of experience in Collections, Accounts Receivable, or Finance Operations, including 7+ years of people management experience leading large teams and developing managers. - Proven success leading offshore or distributed teams and building strong performance cultures across time zones. - Deep experience designing and scaling collections processes, including automation, dunning strategy, and high-volume, low-touch recovery models. - Experience using automation and AI to improve workflow design, prioritization, and collections outcomes. - Strong understanding of accounting close processes, particularly bad debt reviews, reserve considerations, and write-offs. - Experience managing day-to-day portfolio health, including account health, invoice status, collections forecasting, and timely cash application. - Experience with international collections across markets such as Mexico, Canada, and the UK/EU. - Strong analytical skills, sound business judgment, and the ability to use data to drive decisions and outcomes. - Ability to partner effectively across Revenue Accounting, Billing, Order Management, and customer-facing Account teams. - Demonstrated success managing Enterprise and Strategic collections in a relationship-sensitive environment. - Deep experience with Zuora Billing is strongly preferred; experience with other billing or ERP platforms is a plus. - Bachelor’s degree in Finance, Accounting, Business, or a related field. - Position will require 1 day a week in the office (Thursday), if located within the San Francisco Bay Area. Pay Transparency Your compensation may be based on several factors, including education, work experience, and certifications. For certain roles, total compensation may include restricted stock units. Motive offers benefits including health, pharmacy, optical and dental care benefits, paid time off, sick time off, short term and long term disability coverage, life insurance as well as 401k contribution (all benefits are subject to eligibility requirements). Learn more about our benefits by visiting Motive Perks & Benefits. The compensation range for this position will depend on where you reside. Motive uses three geographic zones to determine pay range. For this role, the compensation ranges are: San Francisco, California $154,000—$211,000 USD U.S. metropolitan areas: Los Angeles, San Diego, New York City Area, Seattle, Washington D.C. $134,000—$184,000 USD Other locations in the United States $134,000—$184,000 USD Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

Who we are: Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. Visit gomotive.com to learn more. About the Role:The Implementation Coordinator will support the Implementation Consultant team in the successful management and execution of onboarding projects for Motive customers and work cross-functionally to support customer related tasks. The candidate for this role should have great attention to detail, be an exceptional collaborator, have a penchant for administrative tasks, and thrive in a changing environment. What You'll Do: - Assist with new orders and RMA to ensure hardware and accessories are shipped correctly and in a timely manner - Review and assist in customer account administration (i.e. company settings, bulk import/change requests, etc.) - Assist with project management tool administrative tasks (e.g. setting up phases, boards, and general data entry) - Support case creation, tracking, and escalations - Act as a liaison with customers and 3rd party installation partners to schedule installations, service work, and go-backs. - Maintain and update installation reporting and no-show billing cases - Support accounting team as needed with month-end and year-end close processes - Provide data driven insights and status updates on account health and adoption - Weekend work required as needed (~40%) What We're Looking For: - 2+ years experience in including project coordination, account management, customer support, problem-solving, and analytical skills - Excellent written and verbal communication skills - Experience with Salesforce, G-suite, MS Office tools, reporting (SQL) and general technical aptitude preferred - Able to strive in a fast paced and ever changing environment - Strong end-to-end ownership attitude - Excellent grip on product knowledge - Excellent interpersonal communication (both written and verbal), and presentation skills - Experience in delivering client-focused solutions based on customer needs - Demonstrated ability to communicate, present and influence credibly and effectively across all levels of the organization - Atleast 12 months with Motive and 6 months in current role. Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. Please review our Candidate Privacy Notice here. UK Candidate Privacy Notice here. The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

• Email, Chat and Voice Support - Answer inbound inquiries coming through Motive’s support hotline, live chat feature or support email address during Pacific Standard Time business hours • Customer Service Analysis - collect customer support requests and bugs and relay findings to the product and engineering teams to address these issues • System Evaluation - evaluate our existing tools and work with engineering to develop tools to enable this function to scale

Role Description As an Install Coordinator at Motive, you will be a crucial link between our internal teams and external partners, ensuring the smooth execution of hardware installations for our customers. This role is heavily administrative, requiring meticulous attention to detail and strong organizational skills. You will be responsible for: - Coordinating and managing installation assignments - Managing documentation - Maintaining communication with all stakeholders to ensure projects are completed on time and to the highest standard - Working during US business hours to facilitate seamless collaboration across time zones What You’ll Do - Pre-Sales Support: Collaborate with Sales and Solutions Consultants to understand customer requirements and ensure installation plans align with pre-sales agreements. Assist in preparing installation quotes and timelines, providing input on resource allocation and scheduling feasibility. - Record Management: Ensure all pre-sales documentation, such as vehicle lists, is complete and accurate. Issue and maintain key documents like statements of work and project plans, providing install partners with necessary resources and information for successful installations. - Installation Coordination: Assess the scope of work to select the most suitable subcontractor(s) for the job. Serve as their main point of contact during the initial booking, providing all necessary records and answering any scoping questions to ensure successful job acceptance and completion in the field. - Client Communication: Participate in customer calls to provide high-level information about the assignment of install partners and the initial project plan. Act as a liaison to ensure Sales, Solution Consultants, and clients are well-informed and confident before the Implementation Project Manager takes over. - Project Transition: Prepare and provide the Implementation Project Manager with comprehensive information on the customer, including key documentation and any relevant insights. Ensure a smooth transition by sharing all necessary details to facilitate effective project management and successful implementation. Qualifications - 3-5 years of experience in project coordination, logistics, or a similar administrative role - Experience with hardware installations, trucking, logistics, or fleet management sectors is strongly preferred - Exceptional organizational skills with the ability to manage multiple projects simultaneously and prioritize tasks effectively - Strong written and verbal communication skills (English) - Basic understanding of telematics, hardware installation, and software deployment - Ability to anticipate potential issues during the installation process and proactively address them - Familiarity with Salesforce or other CRM platforms for tracking installation progress and managing customer interactions - A BA/BS degree in a related field is preferred, but equivalent professional experience will also be considered Benefits - Creating a diverse and inclusive workplace is one of Motive's core values - We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives