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Provide first-line support to enterprise customers by triaging and resolving tickets, troubleshooting the Scout platform, and escalating issues when needed. Build support workflows, knowledge-base documentation, routing rules, SLAs, and escalation paths. Analyze recurring issues and share product insights with engineering and product teams. Support customer engagement projects and grow into a customer success role focused on enterprise relationships, adoption, and retention.
Scout, a Vantora (formerly UP.Labs) 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.
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 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.
Our platform is unique in three ways:
- Risk: We reward our team and partners with meaningful equity.
- Technology: We build and launch scalable technology products from day one.
- Industry Focus: We stay deeply focused on the underlying fabric of mobility and logistics.
UP.Labs San Carlos, California, USA Office
655 Skyway Rd., San Carlos, CA, United States, 94070
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
