Sr. Technical Writer, Customer Support

Scout Motors•Charlotte, NC

6d•$130,000 - $157,500•Onsite

About The Position

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 trucks 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. The Scout brand is all about respect. 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. 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. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range. At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? 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 electric pick-up truck & rugged SUV marketplace by achieving the following:

Requirements

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.
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.
Bachelor’s degree in relevant field of study (or equivalent experience).
Valid driver's license required.

Nice To Haves

Automotive industry experience a plus.

Responsibilities

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.

Benefits

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
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