[Hiring] Customer Support Specialist @MarketFully

Role Description

MotionPoint makes websites work in every language, and our Support team is the first point of contact when something on a client's site needs attention. As a Customer Support Specialist, you'll own client requests from the moment they arrive:

• Working out what's wrong
• Documenting it clearly
• Getting it to the right team
• Keeping the client informed until it's fixed

This is a 100% client-facing role. It needs focus, consistency, and confident English, both written and spoken. You'll be dealing directly with clients and their technical teams every day.

We're hiring 3 Customer Support Specialists to support MotionPoint clients globally.

Schedule and on-call

• Full-time, 40 hours per week, Monday to Friday, covering US business hours (US Eastern Time).
• Your shift times:
  • Three open shifts: 8:00 AM - 5:00 PM
  • Two shifts: 10:00 AM - 7:00 PM
• On-call (Essential):
  • Once you're fully trained and confident in our processes, you'll join a paid on-call rotation covering evenings, weekends, and public holidays.
  • Coverage: Mon–Thu 7:00 PM–7:00 AM ET, Fri 7:00 PM–12:00 AM ET, and weekends from Sat 12:00 AM to Mon 7:00 AM ET, including US holidays. Only Critical and Express cases.
  • Frequency: about 4–5 weeknights a month plus 1–2 weekend days every 4 weeks, as primary or backup.

What you'll do

• Manage client requests and reported issues through our ticketing system: triage each case by priority, troubleshoot, and route it to the right team for resolution.
• Write clear, detailed reproduction steps in tickets so MotionPoint teams can investigate and fix issues faster.
• Respond to client emails and phone calls, and join bridge calls with client and partner technical teams to troubleshoot issues that span several organizations and systems.
• Track ticket progress to make sure issues are resolved on time, and keep clients updated proactively when timelines change or follow-up is needed.
• Take part in the paid on-call rotation (evenings, weekends, and public holidays) once you're up to speed.

Qualifications

• You don't need to be a developer, but you should be comfortable looking under the hood of a website.
• 2+ years in a customer or technical support role, handling a high volume of tickets.
• Confident using web browsers, Microsoft Office, Salesforce Service Cloud (or a similar ticketing system), and email platforms.
• A working knowledge of HTML.
• Strong analytical and troubleshooting skills, with the ability to resolve website issues for clients.
• The ability to explain technical concepts in clear, simple language to different audiences.
• A client-focused, consultative approach to support and building relationships.
• Professionalism, autonomy, and excellent attention to detail, with real empathy for the people you're helping.
• Excellent written and spoken English. You'll be speaking with English-speaking clients and their technical teams every day.
• Availability to work the shift above and take part in the on-call rotation, including evenings, weekends, and public holidays.

Nice to have

• Experience with Salesforce Service Cloud specifically.
• Experience supporting websites, SaaS products, or localization.
• Spoken and Written Spanish is a plus.

Benefits

• Full training on MotionPoint's technology, processes, and tools.
• Paid on-call rotation.
• Fully remote.

The Hiring Process

• ❤️ Culture + Connect Interview – with one of the talent team
• ✨ Skills + Experience Interview – with Mario Ozuna, Director of Customer Support
• 🤝 Final Chat – with Vanessa Lopez, VP of Delivery and Customer Experience

Our Diversity, Equality & Inclusion Commitment

We welcome applications from diverse and under-represented groups regardless of background. We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so even if you feel you don’t fulfill all the requirements, we encourage you to apply. We’d love to hear from you.

🙂 We value divergent thinkers who bring different experiences and viewpoints to MarketFully. We strongly encourage members of under-represented groups to apply. We can also make reasonable adjustments throughout the recruitment process. Please let us know if there is any additional support you may need.

How To Apply

If all this sounds like you, upload your CV or résumé and complete the application form. While a cover letter is optional, we welcome any other way for you to share what draws you to this role and MarketFully Group. We’re excited to receive your application! ❤️