Program Manager, Customer Support Systems - Remote

Overview

Join Scout Motors as a Program Manager to drive innovation in customer support systems, enhancing the experience for support representatives and customers alike.

In Short

• Own and administer Customer Support platforms like Intercom.
• Design and implement workflows for support representatives.
• Train AI systems for accurate customer responses.
• Monitor platform performance and identify improvement areas.
• Collaborate with internal teams and external partners.
• Act as a subject matter expert on support technology.
• Ensure platform scalability with team growth.
• 5+ years of experience managing customer support platforms.
• Knowledge of AI and chatbot tools.
• Experience in automotive industry is a plus.

Requirements

• 5+ years of experience managing Customer Support platforms (Intercom, Zendesk, Salesforce Service Cloud).
• User experience workflow design/optimization experience.
• Knowledge of AI and chatbot tools.
• Familiarity with APIs and troubleshooting.
• Experience with webhooks and automation.
• Ability to work with databases (SQL basics).
• Basic scripting skills (Python, JavaScript).
• Strong problem-solving and analytical skills.
• Proactive and collaborative communication.
• Bachelor’s degree in relevant field or equivalent experience.

Benefits

• Competitive insurance including medical, dental, and vision.
• 401(k) with employer match and immediate vesting.
• 20 days planned PTO, plus additional unplanned PTO.
• Up to 16 weeks of paid parental leave.
• Paid leave for bereavement, jury duty, and military leave.