What you’ll do
Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following:
- Timely documentation of evolving products, systems, and features with proactive tracking of updates.
- Document, own, and maintain customer-facing information for the external help center.
- Document, own, and maintain internal Customer Support processes, resources, and training materials for customer-facing teams.
- Partner closely with teams beyond Customer Support (Product, Marketing, Digital Products, Legal, 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 as well as Customer Support interactions to make adjustments to content 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.
- Roughly 10% travel to Scout Motors locations and vendor site(s), as needed.
Location & Travel Expectations:
- This role will be based out of the Scout Motors location in Charlotte, North Carolina.
- This role requires 4 days per week in the office, with regular in-person meetings and events.
- 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.
- Travel: Domestic travel required, approximately 10% of the time. Valid driver's license required.
What you’ll bring
We expect all Scout employees 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:
- 8+ years of technical writing experience, preferably for customer-facing content.
- Strong written and verbal communicator.
- Detail-oriented.
- Extensive experience working with content management platforms, including AI tools.
- Collaborative focus & proactive attitude.
- Adaptable to an ever-changing environment.
- Passionate about improving the customer experience by providing clarity and confidence.
- 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
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 = $130,000.00 - $157,500.00
Internal leveling code: IC8
