[Hiring] Admin Support Specialist @Motus

Role Description

The Admin Support Specialist is responsible for delivering high-quality support to customers and platform administrators while serving as an escalation point for complex issues. This role combines customer support, troubleshooting, data analysis, and cross-functional collaboration to ensure a seamless customer experience and drive long-term customer satisfaction.

The ideal candidate is a proactive problem solver who can manage escalated support cases, analyze program performance, create custom reports, and provide strategic insights to both customers and internal teams. This role works closely with Customer Success, Operations, Product, and Leadership teams to improve processes, mitigate customer risk, and support customer retention efforts.

Position Duties

• Provide timely, professional support to customers and platform administrators through troubleshooting, issue resolution, and ongoing product guidance.
• Manage and resolve escalated customer issues, ensuring accurate communication, ownership, and follow-through to resolution.
• Investigate and troubleshoot platform, reporting, and operational issues by collaborating with internal teams when necessary.
• Create custom reports, dashboards, and program analyses to support customer needs and business objectives.
• Adhere to department SLAs, KPIs, and quality metrics while maintaining a high standard of customer experience.
• Provide continued education and training to admins who need additional support or product guidance.
• Support internal knowledge sharing by assisting team members with complex cases and contributing to operational best practices.
• Collaborate with leadership and Customer Success Managers to proactively identify and flag customers who may be at risk of churn.
• Serve as a subject-matter expert and assist Driver Support Specialists with critical issues, questions, and complex cases.
• Document recurring issues, solutions, and process improvements to help scale support operations.

Qualifications

• 2+ years in a customer support or operations role (experience as a Driver Support Specialist or similar preferred).
• Comfortable working with dashboards, admin tools, and internal systems.
• Excellent written and verbal communication skills with strong attention to detail.
• Advanced Excel skills required; experience using XLOOKUP and other advanced formulas strongly preferred.
• Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to collaborate effectively across teams and build strong working relationships internally and externally.
• Customer-focused mindset with a proactive approach to problem-solving and continuous improvement.
• Experience handling customer escalations and managing sensitive customer communications professionally and effectively.
• Ability to create, analyze, and interpret reports to provide actionable insights and recommendations.
• Experience supporting SaaS platforms or logistics/driver-based products.
• Familiarity with SLAs, support metrics, and churn prevention strategies.
• Experience mentoring or supporting junior support team members.

Requirements

• Where required by law, Motus provides a reasonable range of compensation for specific roles. The pay range for this role is $24.00 - $29.00 an hour. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

Benefits

• Medical Insurance, Dental Insurance, Vision Insurance (effective day one).
• Open Paid Time Off for pre-scheduled vacation and personal time off.
• Up to 40 hours of Sick Time Off available annually for unexpected absences.
• 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.
• 12 weeks paternity leave.