Customer Solutions Guide

Responsibilities

• Handle escalated customer cases requiring deep troubleshooting and policy interpretation
• Investigate root causes across systems, workflows, and customer journeys
• Serve as the primary escalation point for Tier 1 agents
• De-escalate high-risk or sensitive customer interactions
• Provide real-time guidance, mentorship, and feedback to Tier 1 agents
• Partner with Aftersales, Product, and Engineering teams to report issues and track resolutions
• Identify recurring issues and recommend solutions to improve the customer experience
• Champion the Voice of the Customer across internal discussions

Requirements

• 3+ years of experience in Customer Support or Customer Experience
• Experience in a high growth or complex contact center environment
• Ability to explain technical information clearly to customers
• Proficiency with CRM software, ticketing systems, and Microsoft Products
• Experience partnering with Product, Engineering, and Operations teams
• Strong analytical and problem-solving skills
• Experience supporting mentoring and onboarding of new agents
• Automotive, mobility, or after-sales service experience is a plus

About the Company

Scout Motors is reviving an iconic American brand by electrifying and digitizing it with modern innovation. The company focuses on creating rugged, high-quality vehicles and a culture of exploration and respect for its customers and communities.