Customer Solutions Team Manager

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!

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…