Customer Solutions Guide

About Scout Motors

Scout Motors is reviving an iconic American vehicle brand with roots dating back to 1960, known for pioneering rugged SUVs and trucks. We’re reimagining this legacy for the future by electrifying and digitizing the brand with American innovation. Scout embodies respect—for the past and future, for communities, and for customers—through vehicles designed for work and play, featuring both all-electric and Harvester™ range extender powertrains. At Scout, we empower inclusive, entrepreneurial teams to innovate and shape the future of transportation.

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.

Requirements

• 3+ years of experience in Customer Support or Customer Experience, in a high-growth or complex contact center environment.
• 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.

Location & Travel Expectations

This role is remote, but candidates must live in Northern California. Applicants should expect occasional in-person meetings with Scout colleagues and travel to participate in company events.

Benefits

• Insurance
  • Medical, dental, vision, and income protection plans.
• 401(k) Program
  • Employer match with immediate vesting.
• Paid Time Off
  • 20 days of planned PTO (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 bereavement, jury duty, voting time, or military leave.

Pay

This is a full-time, exempt position eligible for a base salary and participation in an annual performance bonus program. The final salary will be determined based on skills and experience. The initial base salary range is $60,000–$75,000, with a California-specific range of $66,000–$82,500.