FreshRemote.Work

Lead Content Development Program Manager, Customer Support

Remote, United States

Scout Motors   

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and will do so once again.

But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work.

Scout is all about respect.  Respect for the environment by developing all-electric vehicles with the capability to get you to any location.  Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation.  Respect for communities by creating a company that stands for its people and its customers.  And respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. 

At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion. 

Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

What you’ll do

Become part of an iconic brand that is set to revolutionize the all-electric pick-up truck & rugged SUV marketplace by achieving the following:

  • Document, own, and maintain all customer-facing information for the external help center
  • Document, own, and maintain all internal Customer Support processes, resources, and training materials for customer-facing teams
  • Partner closely with teams beyond Customer Support (Product, Marketing, Digital Products, etc.) to ensure documentation & resources are accurate and delivered in a timely fashion
  • Act as a process/procedure subject matter expert on cross-functional projects impacting Customer Support and customer-facing resources
  • Analyze usage of customer help center to make adjustments and provide relevant feedback to the Customer Support and Product teams
  • Collect feedback from the Customer Support team on Support articles and customer-facing information to enhance the usage experience

Location & Travel Expectations: The responsibilities of this role require attendance at in-person meetings and events occasionally. This role is open to remote applicants in the United States with the exception of New York City. This role is not eligible for remote work in New York City. Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.

What you’ll bring 

We expect all Scouts to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring: 

  • 10+ years of technical writing experience, preferably for customer-facing content 
  • Strong written and verbal communicator 
  • Detail-oriented 
  • Extensive experience working with content management platforms 
  • Collaborative focus & proactive attitude 
  • Adaptable to an ever-changing environment 
  • Passionate about improving the customer experience by providing clarity and confidence 
  • Experience developing training materials 
  • Automotive industry experience a plus 
  • Bachelor’s degree in relevant field of study (or equivalent experience) 

What you'll gain

The benefits of joining Scout include the chance to build products and a company from the ground up.  This is a chance to create something new and lasting – with an iconic brand at its foundation.  In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:

  • Competitive insurance including:
    • Medical, dental, vision and income protection plans
  • 401(k) program with:
    • An employer match and immediate vesting
  • Generous Paid Time Off including:
    • 20 days planned PTO, as accrued
    • 40 hours of unplanned PTO and 14 company or floating holidays, annually
    • Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
    • Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
  • Corporate Vehicle Program with:
    • Eligibility to lease up to 2 vehicles at competitive rates

Pay Transparency

This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.

Initial base salary range = $150,000-$170,000

Internal leveling code: IC7

Notice to applicants:

  • Residing in San Francisco: Pursuant to the San Francisco Fair Chance Ordinance, Scout Motors will consider for employment qualified applicants with arrest and conviction records. 
  • Residing in Los Angeles: Scout Motors will consider for employment qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring Ordinance. 
  • Residing in New York City: This role is not eligible for remote work in New York City.

Equal Opportunity

Scout is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, pregnancy, or any other characteristics protected by law. Scout is committed to compliance with all applicable fair employment practice laws. 

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Job Profile

Regions

North America

Countries

United States

Skills

Automotive Industry Content Management Platforms Customer Experience Customer Support Documentation Performance Technical Writing Training

Tasks
  • Analyzing customer help center usage
  • Collaborating with cross-functional teams
  • Collecting feedback on support articles
  • Documenting customer-facing information
  • Maintaining internal Customer Support processes
Experience

10+ years

Education

Bachelor's degree

Restrictions

Not eligible for remote work in New York City

Timezones

America/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9