Motive

Collections

• Manage dunning queues for failed card payments; prioritize by risk/exposure and act quickly after declines.
• Identify decline reasons (e.g., insufficient funds, expired card, do not honor, issuer unavailable, AVS/CVV mismatch) and follow SOP resolution paths.
• Guide customers to update payment methods via the self-serve portal; when needed, collect updates through approved workflows without storing/transmitting card data (PCI-DSS compliant).
• Execute payment retries per approved schedules; document outcomes and next steps in the system of record.
• Use approved email/phone templates for outreach; escalate non-responsive or high-risk accounts in accordance with policy.
• Create and update Salesforce cases with complete notes, commitments, and supporting docs; keep statuses current for partner teams.
• Partner cross-functionally on straightforward blockers (pricing, tax, credit corrections) by opening well-documented cases and tracking to resolution.
• Provide accurate daily status updates and support short-interval recovery forecasts; ensure clean month-end cutoffs.
• Support customers with billing inquiries and payment declines/failures.
• Review invoices, payments, refunds, chargebacks, credits, and write-offs to support account reconciliations.
• Analyze account documents/data for accuracy; obtain missing or corrected information.
• Follow SOPs, review processes, and recommend improvements.
• Ensure proper period cutoffs for month-end close.
• Serve as the point person for collections-related support cases.
• Work with cross-functional teams to ensure data quality and consistency.
• Work comfortably with spreadsheets, internet applications, and ERP systems.
• Enter data accurately across electronic systems.
• Interface with Sales, Customer Success, and Fulfillment to ensure rapid issue resolution.

Collections Specialist

Product Designer

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Senior Product Designer

Technical Account Manager

• 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

Senior Technical Account Manager – Strategy

Customer Support

• 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.

Collections Specialist

Senior Product Designer

Senior Technical Account Manager – Strategy

Customer Support Supervisor