Tier 1 Customer Support- Trailguide

Position Summary:

As a Tier 1 Trailguide, you will serve as the first point of contact for Scout Motors customers across multiple channels, including phone, chat, email, social media, and in-app messaging. You will guide customers through reservation management, vehicle inquiries, account updates, payment-related questions, and general support needs. 

Trailguides are expected to take ownership of customer concerns from start to finish whenever possible, providing honest, direct, and thoughtful support that reflects the Scout Motors brand. This role requires strong communication skills, sound judgment, emotional intelligence, and a commitment to making every customer interaction easy and memorable. 

The ideal candidate thrives in a fast-paced environment, enjoys solving problems, and is comfortable supporting customers through important moments in their ownership journey. 

Key Responsibilities 

Customer Support & Case Ownership 

• Serve as the primary point of contact for customer inquiries through phone, chat, email, social media, and in-app messaging. 
• Assist customers with:  
• Vehicle reservation questions and account updates 
• Reservation modifications and cancellations 
• Payment disputes and refund inquiries 
• Product and vehicle information 
• Event and marketing-related inquiries 
• Internal contact requests and partnership inquiries 
• Research, resolve, and document customer issues accurately and thoroughly. 
• Take ownership of customer questions from first contact through resolution whenever possible. 
• Identify and escalate complex or sensitive cases requiring additional investigation. 

Customer Experience 

• Deliver a high-touch customer experience that is authentic, professional, and customer-focused. 
• Build trust through clear, honest, and straightforward communication. 
• Reduce customer effort by proactively anticipating needs and recommending next steps. 
• Demonstrate empathy and professionalism during challenging customer interactions. 
• Represent the Scout Motors brand positively in every interaction. 

Technical & Administrative Support 

• Navigate multiple systems and applications simultaneously while maintaining accuracy. 
• Utilize customer support platforms, knowledge bases, CRM systems, and internal tools to resolve inquiries. 
• Troubleshoot basic technical and digital-experience issues. 
• Maintain detailed case notes and customer records. 
• Follow established processes while using sound judgment to resolve unique customer situations. 

Collaboration & Continuous Improvement 

• Participate in coaching, quality reviews, calibration sessions, and ongoing training. 
• Collaborate with Team Leads, Quality Assurance, Workforce Management, and Training teams. 
• Share customer feedback and emerging trends that may improve customer experience, processes, or knowledge resources. 
• Adapt to evolving products, processes, tools, and customer expectations. 

Qualifications:

Required 

• 2+ years of customer service, contact center, hospitality, retail, automotive, technology, or related customer-facing experience. 
• Exceptional verbal and written communication skills. 
• Strong problem-solving and critical-thinking abilities. 
• Demonstrated ability to take ownership of issues and drive resolution. 
• Strong multitasking and organizational skills. 
• Ability to work in a fast-paced environment while maintaining accuracy. 
• Proficiency using multiple computer applications simultaneously. 
• Minimum typing speed of 50 WPM with strong accuracy. 
• Excellent grammar, spelling, and written communication skills. 
• High school diploma or equivalent. 

Preferred 

• Automotive, mobility, roadside assistance, travel, retail, technology, or SaaS support experience. 
• CRM experience (Intercom, Salesforce, Zendesk, or similar platforms). 
• Experience supporting customers through phone, chat, and digital channels. 
• Technical troubleshooting experience. 
• Reservation, order management, billing, or payment support experience. 

What Makes a Great Trailguide 

Successful Trailguides demonstrate: 

• Ownership – Takes responsibility and follows through. 
• Em