Tier 1 Customer Support – Trailguide

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for customer inquiries via phone, chat, email, social media, and in-app messaging.

• Support customers with: Vehicle reservation inquiries and account updates, Reservation changes and cancellations, Payment disputes and refund questions, Product and vehicle details, Event and marketing-related questions, Internal contact requests and partnership inquiries.

• Investigate, resolve, and accurately document customer issues.

• Take full responsibility for customer queries from initial contact to resolution when feasible.

• Recognize and escalate complex or sensitive cases that need further investigation.

• Provide a high-touch customer experience that is genuine, professional, and focused on the customer.

• Build trust through transparent, honest, and straightforward communication.

• Minimize customer effort by proactively anticipating needs and suggesting next steps.

• Exhibit empathy and professionalism during difficult customer interactions.

• Positively represent the Scout Motors brand in every engagement.

• Navigate multiple systems and applications concurrently while ensuring accuracy.

• Utilize customer support platforms, knowledge bases, CRM systems, and internal tools to address inquiries.

• Troubleshoot basic technical and digital experience issues.

• Keep detailed case notes and customer records.

• Adhere to established processes while applying sound judgment to resolve unique customer situations.

• Engage in coaching, quality reviews, calibration sessions, and ongoing training.

• Collaborate with Team Leads, Quality Assurance, Workforce Management, and Training teams.

• Convey customer feedback and emerging trends that could enhance customer experiences, processes, or knowledge resources.

• Adapt to changing products, processes, tools, and customer expectations.

⛳️ Requirements

• A minimum of 2 years of experience in customer service, contact centers, hospitality, retail, automotive, technology, or related customer-facing roles.

• Outstanding verbal and written communication skills.

• Strong problem-solving and critical-thinking skills.

• Proven ability to take charge of issues and drive them to resolution.

• Excellent multitasking and organizational abilities.

• Capability to thrive in a fast-paced environment while ensuring accuracy.

• Proficiency in using multiple computer applications simultaneously.

• Minimum typing speed of 50 WPM with high accuracy.

• Excellent grammar, spelling, and written communication skills.

• High school diploma or equivalent required.

• Preferred experience in automotive, mobility, roadside assistance, travel, retail, technology, or SaaS support.

• Familiarity with CRM software (Intercom, Salesforce, Zendesk, or similar platforms).

• Experience assisting customers through phone, chat, and digital channels.

• Technical troubleshooting experience.

• Background in reservation, order management, billing, or payment support.

🏝️ Benefits

• Peak Support provides the convenience of remote work along with the advantages of being part of a well-established organization with an exceptional team and significant opportunities for growth.