Customer Success Specialist

Summary

Scout is building AI-native safety intelligence software that helps high-risk industries prevent severe and catastrophic incidents before they happen. The Customer Success Specialist will provide frontline enterprise customer support, build scalable support workflows and documentation, identify product improvement opportunities, and grow into a customer success role focused on adoption and retention.

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 so you can resolve issues independently and know when and how to escalate to engineering
• Build out and optimize support workflows in our AI-powered support platform, including ticket routing, tagging, macros, SLAs, and escalation paths
• Create and own Scout's knowledge base, documenting product knowledge, FAQs, and troubleshooting guides for both 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, keeping commitments on schedule, and following through
• Grow into a customer success role over time, building relationships with enterprise stakeholders and helping drive adoption and retention

Skills

• An excellent communicator with strong written and verbal skills, able to explain technical issues clearly to a wide range of users
• A natural problem solver who digs in, investigates, and figures things out rather than waiting for answers
• Highly organized and reliable, with strong follow-through and attention to detail
• Customer-obsessed, calm under pressure, and energized by helping people
• Comfortable in a fast-paced, early-stage environment where priorities shift and you build the playbook as you go
• Curious about AI, safety, and how technology can improve outcomes for frontline workers
• 1+ years of experience in customer support, customer success, or a similar customer-facing role
• Experience supporting enterprise customers
• Experience writing documentation or building a knowledge base
• B2B SaaS support experience is a strong plus
• Familiarity with support platforms (e.g., Plain, Zendesk, Intercom, Front) and experience setting up or improving support workflows is a plus
• Background in aviation, transportation, logistics, or other high-risk/regulated industries is helpful but not required

Qualifications

Must Haves

• An excellent communicator with strong written and verbal skills, able to explain technical issues clearly to a wide range of users
• A natural problem solver who digs in, investigates, and figures things out rather than waiting for answers
• Highly organized and reliable, with strong follow-through and attention to detail
• Customer-obsessed, calm under pressure, and energized by helping people
• Comfortable in a fast-paced, early-stage environment where priorities shift and you build the playbook as you go
• Curious about AI, safety, and how technology can improve outcomes for frontline workers
• 1+ years of experience in customer support, customer success, or a similar customer-facing role
• Experience supporting enterprise customers
• Experience writing documentation or building a knowledge base

Nice to Haves

• B2B SaaS support experience is a strong plus
• Familiarity with support platforms (e.g., Plain, Zendesk, Intercom, Front) and experience setting up or improving support workflows is a plus
• Background in aviation, transportation, logistics, or other high-risk/regulated industries is helpful but not required

Benefits

• Remote work (U.S. or Canada)
• A clear path to grow into customer success as Scout scales its enterprise customer base.
• Work closely with top enterprises, operators, and investors through the UP.Labs model.
• Meaningful equity