Program Manager, Customer Support Systems

What you’ll do

Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following:

• Own & administer Customer Support platforms (Intercom & other systems), ensuring optimal configuration and performance. 
• Design, implement, and refine workflows that enhance the experience of the front-line Trailguides (Support Reps) and maximize AI performance and productivity. 
• Train and guide AI systems to provide accurate, context-aware responses and outstanding experiences to customers. 
• Monitor platform performance, identify gaps, and implement improvements to align with Scout Support KPIs. 
• Collaborate with other teams at Scout Motors and the Support/Success teams at external partner SaaS companies to work on proactive messaging, platform improvements, & integrations. 
• Act as a subject matter expert on Support technology, advising leadership on innovations and upgrades. 
• Ensure platform scalability and flexibility as the Scout Support team grows.

Location & Travel Expectations:

• Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company 10% of the time.
  • Applicants residing in New York City: This role is not eligible for remote work in New York City.
• Travel: 10% of the time

What you’ll bring 

We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring: 

• 5+ years of experience managing Customer Support platforms (Intercom, Zendesk, Salesforce Service Cloud, Gladly, etc.). Experience with Intercom, specifically, is highly desired. 
• User experience (UX) workflow design/optimization experience within CS platforms. 
• Knowledge of, and experience with, Artificial Intelligence and chatbot tools in a CS environment. 
• Familiarity with APIs, including the ability to integrate and troubleshoot them. 
• Experience with webhooks to automate workflows between systems. 
• Ability to work with databases or query tools (e.g., SQL basics). 
• Basic scripting or coding skills (e.g. Python, JavaScript) for custom integrations or advanced troubleshooting. 
• Strong problem-solving and analytical skills. 
• Clear, proactive, and collaborative communication. 
• Understanding of customer experience best practices and metrics. 
• Automotive industry experience a plus 
• Bachelor’s degree in relevant field of study (or equivalent experience) 

What you'll gain

The benefits of joining Scout include the chance to build products and a company from the ground up.  This is a chance to create something new and lasting – with an iconic brand at its foundation.  In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

• Competitive insurance including:
  • Medical, dental, vision and income protection plans
• 401(k) program with:
  • An employer match and immediate vesting
• Generous Paid Time Off including:
  • 20 days planned PTO, as accrued
  • 40 hours of unplanned PTO and 14 company or floating holidays, annually
  • Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
  • Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave

Pay Transparency

This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.

Initial base salary range = $100,000.00 - $120,000.00

Internal leveling code: IC8

Notice to applicants:

• Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records. 
• Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance. 
• Residing in New York City: This role is not eligible for remote work in New York City.