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Customer Solutions Team Manager

2 hours, 52 minutes ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
Scout Motors

Scout Motors

Scout Motors: Leading the way in all-electric trucks and rugged SUVs, carrying forward the legacy of iconic American vehicles.

Automotive
51-250
Founded 2022
View All Jobs 4

Description

  • Lead and support frontline Customer Solutions (Tier 2) teams in a hybrid environment.
  • Set expectations for consistent, high-quality, authentic customer interactions.
  • Coach and develop Customer Solutions Guides to build skills, confidence, and career growth.
  • Own frontline execution of support strategies and translate company priorities into team goals.
  • Monitor performance and customer feedback to identify trends and remove friction.
  • Partner with Support Operations, Training, Aftersales, Product Quality, Digital Product, and other teams.
  • Surface frontline and customer insights that influence product, policy, and service improvements.
  • Lead teams through change with transparency and empathy.
  • Support hiring, onboarding, and ramp-up of new guides and frontline leaders.
  • Travel regularly to Scout Motors locations to strengthen alignment and culture.

Requirements

  • 7+ years of experience in Customer Support or Customer Experience.
  • 2-3+ years of management experience in a high-growth or complex environment.
  • Experience managing managers or senior-level agents handling escalations and complex casework.
  • Strong people leadership skills with experience coaching, developing, and retaining high-performing teams.
  • Experience using KPIs such as CSAT, quality, efficiency, backlog health, and escalation trends.
  • Experience partnering with Product, Engineering, Operations, Quality, and Training teams.
  • Ability to communicate proactively and influence across levels and functions.
  • Customer-first mindset with sound judgment to balance customer advocacy and business priorities.
  • Strong analytical and problem-solving skills with experience translating insights into improvements.
  • Comfort leading through change, ambiguity, and growth in a hybrid environment.
  • Experience supporting hiring, onboarding, and ramp-up for Tier 2 leaders or senior agents.
  • Familiarity with support tools, ticketing platforms, and escalation workflows; process improvement experience is strongly preferred.
  • Automotive, mobility, or after-sales service experience is a plus.
  • Bachelor’s degree in a related field or equivalent professional experience.
  • Ability to travel regularly (about 40%).
  • Valid driver's license and passport required.
  • Must be based in one of the listed remote locations, including 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.

Benefits

  • Competitive base salary of $110,000-$135,000, or $121,000-$148,500 in California.
  • Annual performance bonus eligibility.
  • Medical, dental, vision, and income protection insurance.
  • 401(k) with employer match and immediate vesting.
  • 20 days of planned PTO, 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 bereavement, jury duty, voting time, and military leave.
  • Corporate vehicle program with eligibility for one assigned vehicle and a mobility stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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