Assistant Manager, Customer Care

Leading the future in luxury electric and mobility

At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.

We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.

Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

We are looking to hire an Assistant Manager, Customer Care , to come work alongside an amazing team with excellence in customer care and passion for EV (Electric Vehicle) automotive technology. The Assistant Manager will manage the Customer Care Team for the evening shift of 12:30 PM – 9 PM EST.

The address of Lucid Motors office is: 26533 Evergreen Road, Travelers Tower II, Southfield, MI 48076. This position is an onsite role and will not be able to accommodate remote or hybrid.

• Accountable for a team of Specialists, ensuring they are meeting team metrics, and providing on-the-spot guidance for questions or escalations.


• Coach team to provide the highest level of support to customers via inbound phone calls, chats, and tickets for technical inquiries, or determine if roadside assistance is needed.


• Work closely with the Customer Care Manager to strategize advancements by determining improvements to processes, metrics, training, or comprehension


• Resolve customer cases and escalations, communicating efficiently with internal departments when needed. Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs.


• Champion customer experiences and process improvements.


• Model Product Expertise to a team of specialists to educate Lucid vehicle owners, generating confidence in the operation of a Lucid vehicle. Must be comfortable answering vehicle equipment questions, and vehicle operations, and discussing concerns around mechanical or cosmetic issues.


• Capable of guiding both adept and amateur technical customers and mechanics through app and website, through a personal technical aptitude.


• Triage car condition or operational concerns during escalations of initial vehicle production


• Help develop and build team processes and scripts in an ongoing manner.

Qualifications:

• Bachelor degree in Business Management, Operations, or other related field required
  Availability to work weekends, or a flexible schedule to eventually support customers and the team from 1 PM – 9 PM EST.


• 3+ years of technical support management experience in customer service, technical support operations, as well as experience building workflows, processes, and scripts.


• Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience. Eagerness to take on new responsibilities.


• Excellent communication and comprehension skills.


• Detail-oriented and highly precise. flexible, proactive, attention to detail, and inclination to contribute with strong critical thinking and common sense.


• Exceptional time management skills, and multitasking capabilities, rapidly but effectively able to handle multiple customer cases. Remains organized with a sense of priority, adapts to work in a high-pressure and fast-paced environment


• Comfortable navigating and managing a team with ambiguity
  Understands both Mechanical and Cosmetic repair times, skills, and cost management.


• Willingness to learn new and innovative automotive technologies.


• Familiar with Outlook, and MS Office Suite.

Nice to Have:

• Automotive industry or Electric Vehicle (EV) experience highly desired


• Fluent in multiple languages (Canadian French, Spanish or others).

At Lucid, we don’t just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

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To all recruitment agencies : Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.