At a Glance
- Tasks: Support enterprise customers, troubleshoot issues, and optimize workflows in an AI-powered platform.
- Company: Scout, a Vantora portfolio company focused on AI-native safety intelligence.
- Benefits: Remote work, growth opportunities, and the chance to make a real impact in high-risk industries.
- Other info: Work with top enterprises and access a world-class ecosystem for professional growth.
- Why this job: Join a mission-driven team preventing safety incidents and build your career in customer success.
- Qualifications: 1+ years in customer support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 62100 - 75900 $ per year.
Scout, a Vantora portfolio company, is hiring a Customer Success & Support Specialist. Scout is building AI-native safety intelligence software that helps high-risk industries prevent severe and catastrophic incidents before they happen.
In This Role, You Will:
- 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 and how to elevate 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.
Who You Are:
- 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.
You Should Have:
- 1+ years of experience in customer support, customer success, or a similar customer-facing role.
- Experience supporting enterprise customers; 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.
- Experience writing documentation or building a knowledge base.
- Ability to work Pacific Time hours, including covering evening support volume for East Coast teammates.
- Background in aviation, transportation, logistics, or other high-risk/regulated industries is helpful but not required.
Location: Remote (U.S. or Canada). Must be able to work Pacific Time hours.
Why Join:
- Help prevent serious safety incidents for workers in some of the world's highest-risk industries.
- Be the first dedicated support hire and build the support function from the ground up.
- 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.
- Join a small, high-output team at an early-stage venture with enterprise-scale potential.
About Vantora: Vantora builds high-growth technology startups that enable faster, cleaner, and safer movement of people and goods.
Customer Success Specialist in Ottawa employer: Vantora
At telos, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our remote and hybrid work options provide flexibility, while our commitment to employee growth ensures that you will have opportunities to develop your skills and advance your career in the dynamic field of AI and hospitality. Join us to be part of a team that values diversity, encourages creativity, and is dedicated to making a meaningful impact in the industry.
