Assistant Manager, Customer Care

Lucid Motors; Southfield (MI); Presencial; USD 90.000 - 130.000; Tempo integral

Benefícios oferecidos por esta vaga

Medical, dental, vision insurance

401(k) retirement plan

Paid time off

Resumo da vaga

Lucid Motors is seeking a Customer Care Manager to lead a team of specialists providing top-tier support for inbound calls, chats, and tickets. You will work with the Customer Care Manager to enhance processes, metrics, and training to raise service levels.

You will guide a diverse team, resolve escalated cases, and advocate for users while expanding knowledge of vehicle operations and product features. A focus on clear communication and efficient workflows is essential.

Qualificações

• 3+ years of technical support management experience in customer service, technical support operations, plus experience building workflows, processes, and scripts.
• Bachelor's degree in Business Management, Operations, or related field.

Responsabilidades

• Coach team to provide the highest level of support to customers via inbound phone calls, chats, and tickets for technical inquiries.
• Strategize advancements with the Customer Care Manager by improving processes, metrics, training, or comprehension.
• Resolve customer cases and escalations, communicating with internal departments as needed and advocating for customers.

Conhecimentos

Technical support management

Customer service

Workflow design

Process scripting

Communication skills

Multitasking

Formação

Bachelor's degree in Business Management/Operations

Ferramentas

Outlook

MS Office Suite

Descrição da vaga

About Lucid

At Lucid, we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucid’s proprietary technology and software-defined vehicle architecture, our award-winning vehicles bring our “Compromise Nothing” approach to the global automotive market. That means refusing to choose between performance and sustainability, design and engineering, ambition and integrity. In Lucid Air and Lucid Gravity, we have designed and built vehicles that have redefined their segments, combining exceptional range, performance, design, and expansive space in a single experience.

We achieve this through deep vertical integration, with design, engineering, and production happening in-house across our global offices and manufacturing facilities. Our teams come from industries around the world, united by a shared commitment to excellence. By refusing to settle, you can help redefine what’s possible and shape the future of mobility.

The Role:

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).

Compensation & Benefits:

Lucid offers a comprehensive and competitive benefits package including medical, dental, and vision insurance; life and disability coverage; paid time off; paid holidays, paid sick leave; and a 401(k) retirement plan. Hourly/non-exempt employees accrue up to 120 hours paid time off, and salaried/exempt employee accrue up to 160 hours paid time off. Eligible employees may also participate in Lucid’s equity program and/or a discretionary annual cash incentive program. Incentive and equity awards, if applicable, are determined based on individual performance, role scope, market considerations, and overall company results, in accordance with the terms of the applicable plans.

Equal Opportunity:

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.

We consider all qualified applicants without regard to race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity or expression, marital status, or any other characteristic protected by applicable state or federal laws and regulations.

Accessibility:

Lucid Motors is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need any accommodation to participate in the application process, please contact us at TA-Operations <@> lucidmotors.com. This email address is designated solely for accommodation requests and is not monitored for job applications or resume submissions. To be considered for employment, all applications must be submitted through the Lucid Motors Careers website.