Job Title

About the jobSenior Customer Resolutions Specialist – Complaints & InvestigationsIndia (Remote) | Full-Time | Permanent | Mobility / Automotive TechPlaced by Hotsourced – connecting top global talent with world-class global companiesWe’re partnering with a fast-growing, venture-backed mobility tech company that is transforming how car owners manage maintenance—bringing a seamless, digital-first experience to a traditionally fragmented industry. With rapid expansion across the UK and Europe and backing from a global automotive leader, the business is entering an exciting scale-up phase.This role is not traditional customer support. It sits at the intersection of customer experience, operations, and partner management—requiring someone who can take full ownership of complex, high-stakes complaints, conduct structured investigations, and confidently manage external stakeholders to resolution. You’ll play a critical role in protecting customer trust while influencing operational improvements across the business.Company Overview / About UsOur client is a high-growth, tech-enabled automotive service platform redefining how car maintenance is delivered. By combining logistics, digital innovation, and a curated network of garage partners, they provide a fully managed, end-to-end experience for customers.Since launching in the UK, they have expanded rapidly across Europe and now serve thousands of customers monthly. Their recent partnership with a global automotive manufacturer positions them for continued international growth and operational scale.Job Summary / Role OverviewAs a Senior Customer Resolutions Specialist, you will own the end-to-end lifecycle of complex and escalated customer complaints. This includes conducting detailed investigations, coordinating with external partners (garages, suppliers, and operational teams), and driving timely, fair, and commercially sound resolutions.This role requires strong judgment, structured problem-solving, and the confidence to challenge stakeholders when necessary. You will act as the escalation point for high-impact cases, balancing customer advocacy with business priorities, and identifying root causes to prevent recurrence.Key ResponsibilitiesTake full ownership of complex and escalated customer complaints from intake through to resolutionConduct structured investigations, gathering evidence from internal systems, partners, and stakeholders to determine root causeManage communication with external partners (garages, suppliers, logistics providers), holding them accountable to agreed outcomes and SLAsConfidently handle pushback from stakeholders while maintaining a solutions-focused and commercially balanced approachDrive timely and high-quality resolutions, ensuring customer expectations are managed proactively throughout the lifecycleAct as a key escalation point for high-risk or sensitive cases, including those with reputational or financial impactMonitor complaint trends and perform root cause analysis to identify systemic issuesPartner with Operations, Product, and Customer Service teams to implement process improvements and reduce repeat complaintsMaintain detailed and accurate case documentation, ensuring auditability and consistency in decision-makingSupport and mentor junior team members on complex case handling, communication, and investigation techniquesContribute to defining best practices, frameworks, and playbooks for complaint handling and stakeholder managementAssist with broader customer support activities during peak periods while maintaining focus on escalationsRequired Qualifications / What We're Looking ForMinimum 4–6 years of experience in customer complaints, escalations, or case management in a fast-paced environmentProven experience handling complex, multi-stakeholder investigations with end-to-end ownershipExperience working with UK, US, or European marketsStrong ability to manage external partners and vendors, including navigating conflict and pushbackDemonstrated structured thinking and problem-solving skills, with a data-driven approach to decision-makingExcellent written and verbal communication skills, with the ability to convey complex issues clearly and confidentlyStrong organizational and time management skills, with the ability to manage multiple high-priority cases simultaneouslyHigh level of accountability and ownership, with a proactive approach to resolutionAbility to balance customer experience with commercial considerationsFluency in English (written and spoken)Preferred Skills / Nice to HaveExperience in automotive, mobility, logistics, or marketplace platformsFamiliarity with SLA management and performance metricsExperience with root cause analysis methodologies (e.g., 5 Whys, RCA frameworks)Exposure to process improvement or operational optimization initiativesTechnical understanding of vehicle maintenance (advantageous but not essential)Experience mentoring or supporting junior team membersWork ScheduleMonday to Friday08:00 – 17:00 GMT13:30 – 22:30 ISTBenefits / What We OfferAnnual CTC: ₹8,00,000 – ₹10,00,000 per yearOpportunity to join a high-growth international startup at a critical stage of scalingA collaborative, transparent, and high-performance cultureReal ownership and impact on customer experience and operational excellence22 days annual leave + 11 public holidaysFully remote working environmentCompany laptop and full onboarding supportContinuous learning and development opportunities