Customer Success Specialist

Customer Success Specialist Remote Portfolio roles Remote Full\-time Scout, a Vantora (formerly UP.Labs) portfolio company, is hiring a Customer Support \& Success Specialist. Scout is building AI\-native safety intelligence software that helps high\-risk industries prevent severe and catastrophic incidents before they happen. Safety programs in high\-risk industries still run on legacy software built for compliance checklists, not prevention. Frontline workers fill out slow, desk\-oriented forms, reports pile up faster than analysts can triage them, and the patterns that matter are often only visible in hindsight. Scout exists to change that by letting frontline teams report by voice, photo, or text, using AI to classify and route every report in real time, and converging safety data with operational systems like HRIS, telematics, and scheduling so teams can act on risk before it becomes an incident. Scout is live with a major U.S. commercial airline and is rapidly scaling to tens of thousands of frontline users. As the first dedicated support hire, you'll be the front line for customers: owning inbound support, standing up the workflows and knowledge base that let support scale, and growing into a customer success role as Scout expands its enterprise footprint. You'll also have access to the UP.Partners ecosystem, a world\-class team across product, engineering, design, analytics, marketing, legal, talent, finance, and venture capital, to help accelerate execution. **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 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. **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