Customer Solutions Team Manager

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

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. 

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

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