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Customer Solutions Guide

1 week ago
United States
Full-time
Mid Level
Customer Support
Customer and Technical Support
Apply Now
Scout Motors

Scout Motors

Scout Motors: Leading the way in all-electric trucks and rugged SUVs, carrying forward the legacy of iconic American vehicles.

Automotive
51-250
Founded 2022
View All Jobs 6

Description

  • 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 with clear communication and timely follow-up.
  • Serve as the primary escalation point for Tier 1 agents and prioritize cases by urgency, impact, and complexity.
  • De-escalate high-risk or sensitive customer interactions.
  • Provide real-time guidance, feedback, and mentorship to Tier 1 agents.
  • Partner with Aftersales, Product, Engineering, Operations, Quality, and Training teams to resolve recurring and systemic issues.
  • Contribute to knowledge base content, workflows, internal documentation, and process improvement initiatives.
  • Champion the Voice of the Customer and maintain empathy, clarity, and professionalism in escalated interactions.

Requirements

  • 3+ years of experience in Customer Support or Customer Experience in a high-growth or complex contact center environment.
  • Must live in Northern California for this remote role.
  • Ability to travel and meet with Scout colleagues in person from time to time.
  • Clear, proactive, and collaborative communication skills with the ability to explain technical information to customers.
  • Ability to document issues and resolutions accurately and concisely.
  • Familiarity with CRM software, ticketing systems, and Microsoft products.
  • Deep understanding of higher-level support responsibilities, cross-functional escalations, and resolving technically or emotionally complex customer issues.
  • Experience partnering with Product, Engineering, Operations, Quality, and Training teams to improve the customer experience.
  • 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.
  • Applicants must be 18 years of age or older.

Benefits

  • Competitive compensation with an annual performance bonus program.
  • Initial base salary range of $60,000-$75,000, or $66,000-$82,500 for California.
  • Medical, dental, vision, and income protection insurance.
  • 401(k) with employer match and immediate vesting.
  • 20 days of planned PTO, 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.

Interested in this position?

Apply directly on the company website

Apply Now

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