What you’ll do
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. This is done through:
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 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.
- Applicants should expect that the role will require the ability to convene with Scout colleagues in person and travel to participate in events on behalf of the company from time to time.
What you’ll bring
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. Here's what else you'll bring:
- 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.
What you'll gain
The benefits of joining Scout include the chance to build products and a company from the ground up. This is a chance to create something new and lasting – with an iconic brand at its foundation. In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:
- 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, 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 Transparency
This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. 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
Internal leveling code: IC10
