About Motorq
Motorq is the leading connected car data and analytics software platform, revolutionizing insights from vehicle data for various industries. With a focus on automotive OEM-connected car data, Motorq processes over 1 million trip miles and 150 million data points per day.Our vision is to be the globally recognized industry standard for connected car data and insights by enterprise customers and automotive OEMs. We currently provide actionable insights to enable enterprise-scale fleets and dealers to solve challenging problems at scale: optimizing utilization, enhancing driver safety, and enabling improved uptime. Motorq is actively expanding into additional geographies and use cases. We are headquartered in the San Francisco Bay Area with offices in Chennai, Bengaluru and Seattle. Motorq is in a strong strategic and financial position, with a $40M+ Series B venture round, rapid revenue growth, deep partnerships with leading automotive manufacturers, and participation in the exclusive Stanford StartX community.
The Role
Motorq is growing rapidly to support its expanding customer base, data source integrations, and new product development efforts. Motorq’s core products – car data and analytics - are delivered through a suite of technical interfaces (e.g., API, streaming) and SaaS applications.We are looking for a
Technical Customer Support Lead
to join our growing team and play a critical role in shaping our customer support and operations function. In this role, you will take ownership of our customer support workflows, oversee support ticket management, contribute to customer invoicing and reporting processes, and work cross-functionally with teams across India and the US.The ideal candidate has experience supporting enterprise customers in a B2B SaaS environment, with strong skills in ticket monitoring, SLA tracking, and reporting support metrics. Proficiency with ticketing system preferably in Jira Service Desk, particularly in managing queues, analysing trends, and configuring workflows is preferred. Strong data analysis skills are essential, including the ability to interpret large datasets, identify anomalies, and provide actionable insights. Exposure to invoicing or financial operations is a plus.If you have an analytical mindset, enjoy solving problems, and are passionate about technical operations, customer success, and continuous improvement, this could be a great fit for you. You will thrive in a fast-paced, collaborative environment focused on delivering exceptional customer experiences. This is a full-time hybrid work model role based in Chennai.
Responsibilities
- Deliver a seamless customer experience by managing onboarding, consent, vehicle enrollment, and technical troubleshooting.
- Execute monthly invoicing with high accuracy and timeliness in coordination with Sales, Customer Success, Data Science, and Accounting.
- Prioritize and resolve inbound support tickets in line with SLAs, serving as an escalation point for complex or recurring issues.
- Own and manage customer success related cross-functional initiatives, ensuring SLA compliance for support tickets, effective coordination, and escalation of critical issues.
- Analyze support ticket trends to uncover recurring issues and deliver insights for process and product improvements.
- Maintain and improve SOPs, knowledge base content, and training materials to drive operational consistency.
- Collaborate with engineering, product, sales, and data science teams to align on customer support priorities.
- Support hiring activities for the India-based Customer Success team, including screening, interviewing, onboarding, and training.
Please note this role does not include any supervisorial responsibilities such as people management or performance management.
Qualifications
The ideal candidate has a proven track record of leading technical customer support initiatives, driving operational excellence, and delivering exceptional customer experiences. The role requires the following characteristics and qualifications:
- Self-motivated and proactive, with a strong sense of ownership and a passion for improving customer support processes and outcomes
- Excellent written and verbal communication skills, with the ability to convey technical concepts clearly and professionally
- Highly organized and able to manage multiple priorities in a fast-paced, dynamic environment
- Strong analytical skills with intermediate to advanced proficiency in Excel; experienced in working with large data sets to identify trends and resolve complex issues
- Skilled at identifying root causes and structuring logical, data-backed recommendations for operational improvements
- Detail-oriented with a commitment to accuracy, quality, and data security
- Comfortable working cross-functionally and across time zones, with partial overlap with US business hours
- Intermediate understanding of technical systems, APIs, and SQL
- Experience working with support ticketing systems such as Jira Service Desk; reporting and project configuration experience is a plus
- Familiarity with customer invoicing, billing, or finance operations in a SaaS or B2B environment is preferred
- 5 to 7 years of experience in SaaS technical support, customer operations, or similar project focused roles
To learn more about Motorq, please visit motorq.com
