• Represent moving companies and handle claims-related customer communications • Provide phone support, email handling, and customer communication • Professionally handle escalated customer situations when necessary

• Bearbeitung von Kundenanfragen auf Deutsch per Telefon, E-Mail und Chat • Lösung von Konto- oder technischen Problemen und Eskalation bei Bedarf • Sorgfältige Dokumentation und rechtzeitige Nachverfolgung • Sicherstellung einer hohen Kundenzufriedenheit

• Lead, supervise, and motivate the customer service team to achieve service goals and deliver excellent customer experiences. • Manage team performance through coaching, feedback, and development plans. • Monitor customer interactions, resolve escalated issues, and ensure timely resolution of customer complaints. • Coordinate with other departments such as sales, logistics, and product teams to address customer needs effectively. • Develop and implement customer service policies and procedures to optimize efficiency and service quality. • Analyze customer service metrics, prepare reports, and identify trends to recommend improvements. • Train new team members and support continuous learning initiatives. • Promote a customer-centric culture and ensure compliance with company standards and values.

• 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.