Customer Solutions Team Manager

Scout Motors

2d • $110,000 - $148,500 • Hybrid

About The Position

Scout Motors is reviving an iconic American vehicle brand, electrifying and digitizing it with American innovation. The brand emphasizes exploration, caretaking, and hard work, with vehicles designed for both work and play. Scout Motors is committed to empowering its talented, inclusive, and entrepreneurial teams to innovate. Employees are described as visionaries, leaders, knowledgeable doers, and go-getters with passion. This role is an opportunity to shape the future of transportation and make history with an iconic brand.

Requirements

• Integrity, curiosity, resourcefulness, a positive attitude, and a growth mindset.
• Comfort with change and flexibility in a fast-paced, high-growth environment.
• Collaborative approach to achieving ambitious goals.
• 7+ years of experience in Customer Support or Customer Experience.
• Minimum of 2-3 years of management experience in a high growth or complex environment.
• Clear, proactive, and collaborative communication skills, with the ability to influence across levels and functions.
• Proven experience managing managers or senior 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.
• Deep understanding of higher-level support responsibilities, including root cause analysis, cross-functional escalation management, and resolution of technically or emotionally complex customer issues.
• Ability to set clear expectations and drive performance using KPIs such as CSAT, quality, efficiency, backlog health, and escalation trends.
• Experience partnering with Product, Engineering, Operations, Quality, and Training teams to resolve systemic issues and improve the end-to-end customer experience.
• Customer-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.
• 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.
• Familiarity with common support tools, ticketing platforms, and escalation workflows.
• Bachelor’s degree in a related field or equivalent professional experience.
• 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.
• Must be 18 years of age or older.

Nice To Haves

• Experience improving processes and workflows.
• Automotive, mobility, or after-sales service experience.

Responsibilities

• Lead and support frontline Customer Solutions (Tier 2 Customer Support) teams in a hybrid environment, fostering a culture of respect, accountability, and pride in delivering exceptional customer experiences.
• Set clear expectations for customer interactions, ensuring consistency, quality, ownership, and authenticity.
• Coach and develop front line Customer Solutions Guides to enhance their skills, confidence, and career growth.
• Act as an expert in Scout Support’s desired customer experience, maintaining alignment with customer experience standards.
• Own the frontline execution of support strategies, translating company priorities into actionable goals for teams.
• Monitor team performance and customer feedback to identify trends, remove friction, and continuously improve the customer experience.
• Partner with Support Operations, Training, Aftersales, Product Quality, Digital Product, and other teams to equip Customer Solutions Guides with necessary tools, knowledge, and processes.
• Serve as a strong advocate for the front line and the customer, providing insights to influence product improvements, policy decisions, and service enhancements.
• Lead teams through change with transparency and empathy, facilitating adaptation as Scout grows.
• Support the scaling of the Customer Support organization by assisting with hiring, onboarding, and ramp-up of new Customer Solutions Guides and frontline leaders.
• Travel regularly (approximately 40%) to Scout Motors locations to strengthen team connection, reinforce culture, and support operational alignment.
• Maintain a valid driver's license and passport.

Benefits

• Competitive compensation
• Competitive insurance including: Medical, dental, vision and income protection plans
• 401(k) program with 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
• Eligible to participate in an annual performance bonus program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree