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. One that forged the path for future generations of rugged SUVs and trucks and will do so once again. But Scout is more than just a brand, it’s a legacy steeped in a culture of exploration, caretaking, and hard work. The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn’t been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements — an all-electric powertrain as well as 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 at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now! 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, a