Customer Solutions Team Manager at Scout Motors
Overview
Lead and support frontline Customer Solutions teams in a hybrid environment. Create a culture rooted in respect, accountability, and pride. Drive excellence in customer experiences.
What You'll Do11
- 1Lead and support Tier 2 Customer Support teams in a hybrid environment
- 2Set clear expectations for daily customer interactions
- 3Coach and develop front line Customer Solutions Guides
- 4Act as an expert in Scout Support's desired customer experience
- 5Own frontline execution of support strategies
- 6Monitor team performance and customer feedback to improve experience
- 7Partner with Support Operations and other teams to equip guides
- 8Act as a strong voice for the front line and customer
- 9Lead through change with transparency and empathy
- 10Help scale the Customer Support organization
- 11Travel 40% to Scout locations
Requirements11
- 15+ years building ETL pipelines with Spark and Airflow
- 22-3 years management experience in high growth environment
- 3Proactive communicator influencing across levels
- 4Strong people leadership coaching high performing teams
- 5Deep understanding of root cause analysis and escalation management
- 6Experience partnering with Product Engineering and Operations
- 7Bachelor's degree or equivalent professional experience
- 8Valid driver's license and passport
- 9Ability to set clear expectations and drive performance via KPIs
- 10Familiarity with support tools and ticketing platforms
- 11Automotive or mobility service experience preferred
Salary Insight
$110 - $135k per year
Location
Required Skills
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