Customer Solutions Guide

About the role

The Customer Solutions Guide serves as an advanced support resource responsible for resolving complex or escalated customer issues. This role combines ownership, deep product expertise, critical thinking, and strong customer empathy to deliver high quality resolutions while identifying systemic improvements.

Responsibilities

• Handle escalated customer cases requiring deeper troubleshooting, cross-functional coordination, or policy interpretation
• Investigate root causes across systems, workflows, and customer journeys
• Own cases through full resolution, ensuring clear communication and timely follow-up
• Apply judgment to balance customer satisfaction with company policies and operational constraints
• Serve as the primary escalation point for Tier 1 agents
• Assess urgency, impact, and complexity to prioritize cases effectively
• De-escalate high-risk or sensitive customer interactions
• Ensure proper documentation and visibility of escalated issues
• Provide real-time guidance and support to Tier 1 agents during complex interactions
• Offer feedback to improve troubleshooting techniques, communication, and adherence to processes
• Reinforce best practices and support onboarding of new team members
• Act as a subject matter expert across products, tools, and policies
• Partner with Aftersales, Product, and Engineering teams to report uncommon issues, advocate for fixes, and track resolutions
• Collaborate with Operations to address recurring issues and improve workflows
• Translate customer pain points into actionable insights for internal stakeholders
• Identify recurring issues and recommend solutions to reduce volume or improve experience
• Contribute to knowledge base content, workflows, and internal documentation
• Participate in process improvement initiatives and pilot programs
• Support CX Excellence (Quality) and Training teams with insights from escalations
• Champion the Voice of the Customer across internal discussions
• Ensure escalated interactions maintain a high bar for empathy, clarity, and professionalism
• Identify opportunities to turn negative experiences into positive outcomes

Requirements

This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC. This role requires 4-5 days per week in the office, with regular in-person meetings and events.

Qualifications

• 3+ years of experience in Customer Support or Customer Experience, in a high growth or complex contact center environment
• A clear, proactive, and collaborative communicator, with the ability to explain technical information clearly to customers
• Ability to document issues and resolutions accurately in a clear and concise manner
• Familiarity with CRM software, ticketing systems, and Microsoft Products
• Deep understanding of higher-level support responsibilities, cross functional escalations and resolution of technically or emotionally complex customer issues
• Experience partnering closely with Product, Engineering, Operations, Quality, and Training teams to resolve systemic issues and improve the end-to-end customer experience
• Customer first mindset with the judgment and confidence to advocate for customers while balancing operational reality and business priorities
• Strong analytical and problem-solving skills, with the ability to identify patterns, remove friction, and translate insights into durable improvements
• Communicating with clarity, empathy, and purpose
• Experience supporting mentoring and onboarding of new agents
• Familiarity with common support tools, ticketing platforms, and escalation workflows; experience improving processes and workflows is strongly preferred
• Automotive, mobility, or after-sales service experience is a plus

Skills

• Excellent problem-solving and critical thinking skills
• Strong customer service and empathy
• Effective communication and collaboration
• Technical proficiency with CRM, ticketing systems, and Microsoft Products
• Experience with cross-functional teams and process improvement
• Ability to handle complex and escalated customer issues

Benefits

• 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, 40 hours of unplanned PTO, and 14 company or floating holidays annually
• 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

Initial base salary range = $60,000.00 - $75,000.00

Schedule

This role requires 4-5 days per week in the office, with regular in-person meetings and events.

Equal Opportunity

Scout Motors is committed to employing a diverse workforce and is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, pregnancy, or any other characteristics protected by law.