Director, Customer Support

Scout Motors   

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 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.

Scout is all about respect.  Respect for the environment by developing all-electric vehicles with the capability to get you to any location.  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.  And 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. 

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout? 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. If this sounds like you, we invite you to apply below.

What you’ll do

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

• Define and execute the strategy for Scout’s customer support function, beginning with pre-production activities and growing in scope to full-scale customer support operations after the start of retail sales
• On a swift timeline, develop foundational customer support infrastructure, including: inbound operations, issue monitoring and escalation, customer identification and ticketing system, staffing, capacity planning, and operating policies and procedures that drive high customer satisfaction and loyalty
• Plan, recruit, and develop a high-performing customer support team that is hyper-focused on providing exceptional customer support at scale
• Establish and maintain quality assurance standards for customer interactions
• In partnership with Scout Motors IT and Digital Products, institute a long-term technology roadmap, to include initial CRM platform adoption and deployment
• Create a roadmap for customer-centricity across the organization such that customer experience is considered at all customer touchpoints
• Work in collaboration with the Marketing, Engineering, and Technical Support teams to develop robust self-help and diagnostic tools for customers
• In collaboration with Scout Aftersales, manage the selection, performance, and continuous improvement of the Roadside Assistance Program and any third-party roadside assistance providers.
• Develop and monitor key performance metrics and continuously improve the customer experience; implement feedback mechanisms to measure and strengthen customer satisfaction
• In collaboration with Scout Product Marketing and Digital Products, understand how customers interact with Scout Motors products and provide input for iteration and improvement

Location & Travel Expectations: The responsibilities of this role require attendance at in-person meetings and events regularly. Remote, U.S. based applicants will be considered, however, preference will be given to applicants based near a Scout Motors location in Columbia, SC; Detroit, MI; San Francisco, CA or Tyson’s VA. Applicants should expect that the role will require the ability to convene with colleagues in person and to travel to participate in company events from time to time.

What you’ll bring

We expect all Scouts 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:

• Bachelor's degree in a relevant field
• 10+ years of experience in customer support, preferably in the automotive industry or related sectors. Experience in a startup environment and with electric vehicles is a plus!
• Proven track record of developing and refining customer support strategies and policies that drove exceptional customer experiences
• A deep understanding of customer service operations, including the service journey, performance management, staffing, and capacity planning
• A passion for building and empowering a cross-functional, positive, and inclusive team capable of providing a 5-star customer experience in every interaction
• Experience working with Business Process Outsourcing firms to supplement internal resources and to provide flexibility to scale support operati