Remote Enterprise Customer Success & Support Specialist

UP.Labs; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Scout, a Vantora portfolio company, is hiring the first dedicated Customer Success & Support Specialist to own inbound support and build scalable workflows. You will become a product expert, triaging and resolving issues, while shaping how support scales across new sites and users.

As Scout grows its enterprise footprint, you will craft a knowledge base, define workflows, and collaborate with engineering and product teams to improve the platform.

Qualifications

• 1+ years of experience in customer support or a similar role.
• Experience supporting enterprise customers (B2B SaaS is a strong plus).
• Familiarity with support platforms (Plain, Zendesk, Intercom, Front) and setting up or improving workflows.
• Experience writing documentation or building a knowledge base.
• Ability to work Pacific Time hours, including covering evening support for East Coast teammates.
• Background in aviation, transportation, logistics, or other high-risk/regulated 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 escalate to engineering when needed.
• 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 with product knowledge, FAQs, and troubleshooting guides for customers and internal teams.
• Identify recurring issues and trends in support volume and share insights with product and engineering to improve the platform.
• Help scale support as Scout expands to new sites and users, evaluating new channels like live chat.
• Support ad hoc project management across customer engagements, tracking deliverables and commitments.

Skills

Excellent communication

Problem solving

Organization & follow-through

Customer-focused

AI curiosity

Tools

Plain

Zendesk

Intercom

Front

Job description

Scout, a Vantora portfolio company, is hiring the first dedicated Customer Success & Support Specialist to own inbound support and build scalable workflows. You will become a product expert, triaging and resolving issues, while shaping how support scales across new sites and users.

As Scout grows its enterprise footprint, you will craft a knowledge base, define workflows, and collaborate with engineering and product teams to improve the platform.