Customer Solutions Guide

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 that forged the path for future generations of rugged SUVs and trucks. Scout is more than just a brand; it’s a legacy steeped in a culture of exploration, caretaking, and hard work. We respect the past and the future by electrifying and digitizing an iconic American brand, loading it with innovation, and creating vehicles that are equally at home at a campsite, job site, or on a Tuesday commute. Our vehicles feature two powertrains: an all-electric option and 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 and be part of shaping the future of transportation.

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. The Customer Solutions Guide acts as both a problem solver and a mentor, supporting frontline agents and contributing to continuous improvement across the support experience.

Responsibilities

• Advanced Issue Resolution
  • 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.
• Escalation Management
  • 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.
• Tier 1 Support & Mentorship
  • 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.
• Cross-Functional Collaboration
  • 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.
• Continuous Improvement
  • 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.
• Customer Experience Advocacy
  • 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.

Location & Travel Expectations

This role will be remote but applicants must be based in Chicago. Applicants should expect occasional in-person convenings with Scout colleagues and travel to participate in company events.

Requirements

• 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.
• Experience supporting, mentoring, and onboarding 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.

Qualifications

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.

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:
  • 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

This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. The 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: $60,000.00 - $75,000.00.