Customer Solutions Guide (Automotive)

Location: Charlotte, North Carolina, United States. The role requires 4-5 days per week in the office, regular in-person meetings and events, and occasional travel for company events. The role is not eligible for remote work in New York City.

Salary: $60,000-$75,000 annual base salary, plus eligibility for an annual performance bonus program.

Company

hirify.global is building electrified and digitally enabled SUVs and trucks based on the Scout automotive brand.

What you will do

• Resolve complex and escalated customer cases through investigation, cross-functional coordination, policy interpretation, and timely follow-up.
• Manage Tier 1 escalations by assessing urgency and complexity, de-escalating sensitive interactions, and documenting issues.
• Guide, mentor, and support Tier 1 agents during complex customer interactions and help onboard new team members.
• Partner with Aftersales, Product, Engineering, Operations, Quality, and Training teams to address systemic issues.
• Identify recurring problems, improve workflows, and contribute to knowledge-base content and internal documentation.
• Advocate for the customer experience by translating customer pain points into actionable internal insights.

Requirements

• 3+ years of experience in Customer Support or Customer Experience in a high-growth or complex contact-center environment.
• Clear, proactive, and collaborative communication skills, including the ability to explain technical information to customers.
• Experience documenting issues and resolutions accurately and concisely.
• Familiarity with CRM software, ticketing systems, Microsoft products, support tools, and escalation workflows.
• Strong understanding of higher-level support, cross-functional escalations, and technically or emotionally complex customer issues.
• Strong analytical, problem-solving, customer advocacy, mentoring, and onboarding skills.

Nice to have

• Automotive, mobility, or after-sales service experience.
• Experience improving support processes and workflows.

Culture & Benefits

• Opportunity to help build products and a company from the ground up.
• Medical, dental, vision, and income protection plans.
• 401(k) program with employer matching 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, plus paid leave for bereavement, jury duty, voting time, and military leave.