Customer Solutions Guide
$60,000–$75,000 year
On-siteNorthern, Kentucky, United States
Job Summary
Resolve complex or escalated customer cases requiring deep troubleshooting, cross-functional coordination, or policy interpretation by investigating root causes across systems and owning cases through full resolution. Serve as the primary escalation point for Tier 1 agents, assessing urgency to prioritize cases, de-escalate high-risk interactions, and ensure proper documentation and visibility. Provide real-time guidance and support to Tier 1 agents during complex interactions while offering feedback to improve troubleshooting techniques and reinforcing best practices. Partner with Aftersales, Product, Engineering, and Operations teams to report uncommon issues, advocate for fixes, and translate customer pain points into actionable insights for internal stakeholders. Identify recurring issues to recommend solutions that reduce volume or improve experience, contributing to knowledge base content and process improvement initiatives. This role is remote but requires candidates to reside in Northern California, with occasional in-person convenes and travel for company events.
Required Qualifications
- 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
- Ability to convene with Scout colleagues in person
- Travel to participate in events on behalf of the company from time to time
- Must be 18 years of age or older
- Residing in Northern California
Desired Qualifications
- Automotive, mobility, or after-sales service experience is a plus
- Experience improving processes and workflows is strongly preferred
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