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About the job Senior Customer Resolutions Specialist – Complaints & Investigations India (Remote) | Full-Time | Permanent | Mobility / Automotive Tech Placed by Hotsourced – connecting top global talent with world-class global companies We’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 Us Our 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 Overview As 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 Responsibilities Take full ownership of complex and escalated customer complaints from intake through to resolution Conduct structured investigations, gathering evidence from internal systems, partners, and stakeholders to determine root cause Manage communication with external partners (garages, suppliers, logistics providers), holding them accountable to agreed outcomes and SLAs Confidently handle pushback from stakeholders while maintaining a solutions-focused and commercially balanced approach Drive timely and high-quality resolutions, ensuring customer expectations are managed proactively throughout the lifecycle Act as a key escalation point for high-risk or sensitive cases, including those with reputational or financial impact Monitor complaint trends and perform root cause analysis to identify systemic issues Partner with Operations, Product, and Customer Service teams to implement process improvements and reduce repeat complaints Maintain detailed and accurate case documentation, ensuring auditability and consistency in decision-making Support and mentor junior team members on complex case handling, communication, and investigation techniques Contribute to defining best practices, frameworks, and playbooks for complaint handling and stakeholder management Assist with broader customer support activities during peak periods while maintaining focus on escalations Required Qualifications / What We're Looking For Minimum 4–6 years of experience in customer complaints, escalations, or case management in a fast-paced environment Proven experience handling complex, multi-stakeholder investigations with end-to-end ownership Experience working with UK, US, or European markets Strong ability to manage external partners and vendors , including navigating conflict and pushback Demonstrated structured thinking and problem-solving skills , with a data-driven approach to decision-making Excellent written and verbal communication skills, with the ability to convey complex issues clearly and confidently Strong organizational and time management skills, with the ability to manage multiple high-priority cases simultaneously High level of accountability and ownership, with a proactive approach to resolution Ability to balance customer experience with commercial considerations Fluency in English (written and spoken) Preferred Skills / Nice to Have Experience in automotive, mobility, logistics, or marketplace platforms Familiarity with SLA management and performance metrics Experience with root cause analysis methodologies (e.g., 5 Whys, RCA frameworks) Exposure to process improvement or operational optimization initiatives Technical understanding of vehicle maintenance (advantageous but not essential) Experience mentoring or supporting junior team members Work Schedule Monday to Friday 08:00 – 17:00 GMT 13:30 – 22:30 IST Benefits / What We Offer Annual CTC: ₹8,00,000 – ₹10,00,000 per year Opportunity to join a high-growth international startup at a critical stage of scaling A collaborative, transparent, and high-performance culture Real ownership and impact on customer experience and operational excellence 22 days annual leave + 11 public holidays Fully remote working environment Company laptop and full onboarding support Continuous learning and development opportunities