Customer Solutions Team Manager

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again.

But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.

The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range.

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion.

Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

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:

Lead and support frontline Customer Solutions (Tier 2 Customer Support) teams in a hybrid environment, creating a culture rooted in respect, accountability, and pride in delivering exceptional customer experiences.

Set clear expectations for how we show up for customers every day, ensuring consistency, quality, ownership, and authenticity across all support interactions.

Coach and develop front line Customer Solutions Guides to grow their skills, confidence, and careers as Scout continues to scale.

Act as an expert in Scout Support’s desired customer experience, staying calibrated to our customer experience standards.

Own frontline execution of support strategies, translating company priorities into clear, actionable goals for teams on the ground.

Monitor team performance and customer feedback to identify trends, remove friction, and continuously improve the end-to-end customer experience.

Partner closely with Support Operations, Training, Aftersales, Product Quality, Digital Product, and other Scout teams to ensure Customer Solutions Guides are equipped with the right tools, knowledge, and processes to succeed.

Act as a strong voice for the front line and the customer, surfacing insights that influence product improvements, policy decisions, and service enhancements.

Lead through change with transparency and empathy, helping teams adapt as Scout grows, evolves, and takes on new challenges.

Help scale the Customer Support organization by supporting hiring, onboarding, and ramp up of new Customer Solutions Guides and frontline leaders.

Travel regularly (≈40%) to Scout Motors locations to strengthen team connection, reinforce culture, and support operational alignment.

Location & Travel Expectations :

This role will be remote but candidates must be based in Atlanta, Boston, Chicago, Dallas, Denver, Detroit, Houston, Los Angeles, New York City, Philadelphia, Sacramento, San Diego, San Francisco, San Jose, or Seattle.

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 from time to time.

Travel : Travel regularly (≈40%) to Scout Motors locations to strengthen team connection, reinforce culture, and support operational alignment. Valid driver's license required. Passport required

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:

7+ years of experience in Customer Support or Customer Experience, with a minimum of 2-3 years of management experience, in a high growth or complex environment. ‑ growth or complex environment  

A clear, proactive, and collaborative communicator, able to influence across levels and functions.  

Proven experience managing managers or senior level agents handling escalations, complex casework, and high impact customer issues. ‑ level agents handling escalations, complex casework, and high ‑ impact customer issues.  

Strong people leadership skills, with a track record of coaching, developing, and retaining high performing teams in a hybrid environment. ‑ performing teams in a hybrid environment.  

Deep understanding of higher-level support responsibilities, including root cause analysis, cross functional escalation management, and resolution of technically or emotionally complex customer issues. ‑ functional escalation management, and resolution of technically or emotionally complex customer issues.  

Ability to set clear expectations and drive performance through thoughtful use of KPIs such as CSAT, quality, efficiency, backlog health, and escalation trends.  

Experience partnering closely with Product, Engineering, Operations, Quality, and Training teams to resolve systemic issues and improve the end-to-end customer experience. ‑ to ‑ end customer experience.  

Customer first mindset with the judgment and confidence to advocate for customers while balancing operational reality and business priorities. ‑ first mindset with the judgment and confidence to advocate for customers while balancing operational reality and business priorities.  

Strong analytical and problem-solving skills, with the ability to identify patterns, remove friction, and translate insights into durable improvements. ‑ solving skills, with the ability to identify patterns, remove friction, and translate insights into durable improvements.  

Comfort leading through change, ambiguity, and growth—communicating with clarity, empathy, and purpose.  

Experience supporting hiring, onboarding, and ramp-up of Tier 2 leaders or senior agents as the organization scales. ‑ up of Tier 2 leaders or senior agents as the organization scales.  

Familiarity with common support tools, ticketing platforms, and escalation workflows; experience improving processes and workflows is strongly preferred.  

Automotive, mobility, or after-sales service experience is a plus ‑ sales service experience is a plus. .  

Bachelor’s degree in a related field or equivalent professional 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

Corporate Vehicle Program with:

Eligibility for 1 assigned vehicle

A mobility stipend

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 = $110,000.00 - $135,000.00

Initial California base salary range = $121,000 - $148,500

Internal leveling code: M8 Notice to applicants:

To be considered for career opportunities at Scout Motors, applicants must be 18 years of age or older. 

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.

 

Equal Opportunity

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer .  Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, pregnancy,  or any  other characteristics  protected by law.   Scout Motors is committed to compliance with all   ap p licable  fair  employment  p ractice laws .  If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact ScoutAccommodations@scoutmotors.com.