[Hiring] Customer Success Specialist @UP.Labs

Role Description

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.

As the first dedicated support hire, you'll be the front line for customers:

• Own inbound support, standing up the workflows and knowledge base that let support scale.
• Grow into a customer success role as Scout expands its enterprise footprint.

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.
• 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.

Qualifications

• An excellent communicator with strong written and verbal skills.
• A natural problem solver who digs in, investigates, and figures things out.
• 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.
• Curious about AI, safety, and how technology can improve outcomes for frontline workers.

Requirements

• 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.

Benefits

• 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.