Enterprise Customer Success & Support (Remote)

up-labs; United States; Remote; USD 65,000 - 95,000; Full time

Job summary

Scout is hiring a Customer Success & Support Specialist to act as the first line of support for enterprise customers, triaging, troubleshooting, and resolving tickets quickly. You will become a product expert, build out support workflows, and own Scout's knowledge base, helping scale the function as the company expands.

You will grow into a customer success role over time, building relationships with enterprise stakeholders and driving adoption while working remotely from the U.S. or Canada.

Qualifications

• 1+ years of experience in customer support, customer success, or a similar role.
• Experience supporting enterprise customers in a B2B SaaS environment is a strong plus.
• Familiarity with support platforms (Plain, Zendesk, Intercom, Front) and building or improving workflows.
• Experience writing documentation or building a knowledge base.
• Ability to work Pacific Time hours, including evening coverage for East Coast teammates.
• Background in aviation, transportation, logistics, or other high-risk industries is helpful but not required.

Responsibilities

• Serve as the first line of support for Scout's enterprise customers, triaging, troubleshooting, and resolving inbound tickets quickly and accurately.
• Become a product expert, developing deep knowledge of the Scout platform to resolve issues independently and know when to escalate to engineering.
• Build out and optimize support workflows in our AI-powered platform, including routing, tagging, macros, SLAs, and escalation paths.
• Create and own Scout's knowledge base, documenting product knowledge, FAQs, and troubleshooting guides for customers and the internal team.
• Identify recurring issues and trends in support volume and share insights with product and engineering to improve the platform.
• Help shape how support scales as Scout expands to new sites and users, including evaluating new channels like live chat.
• Support ad hoc project management across customer engagements, tracking deliverables and ensuring on-time completion.
• Grow into a customer success role over time, building relationships with enterprise stakeholders and driving adoption and retention.

Skills

Customer support

Enterprise support

Support platforms

Documentation

Pacific Time hours

Aviation experience

Tools

Plain

Zendesk

Intercom

Front

Job description

Scout is hiring a Customer Success & Support Specialist to act as the first line of support for enterprise customers, triaging, troubleshooting, and resolving tickets quickly. You will become a product expert, build out support workflows, and own Scout's knowledge base, helping scale the function as the company expands.

You will grow into a customer success role over time, building relationships with enterprise stakeholders and driving adoption while working remotely from the U.S. or Canada.