Customer Care Specialist

Lucid Motors; Newark (CA); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Paid time off & holidays

401(k) retirement plan

Job summary

Lucid Motors is seeking an Automotive EV Technical Support Specialist (Customer Care Specialist) to assist customers with hardware and software issues. You will handle support cases via phone, email, SMS and chat, maintain the knowledge base, and collaborate with internal teams to resolve problems.

The role requires a customer-first mindset, strong technical comprehension, and the ability to work in a high-volume, high-touch environment. Evening, weekend, or holiday shifts may be required.

Qualifications

• 2+ years of experience in technical support and troubleshooting.
• High school Diploma or GED required.
• Availability to work weekends and support flexible schedules to support customers 365 days a year.

Responsibilities

• Handling Customer Support Cases: Providing technical assistance through Phone, Email, SMS and Chat inquiries.
• Responding to customer concerns with urgency and ownership for resolutions.
• Updating Tech Tips: Maintaining the company knowledge base by creating, editing and posting brief documents and tech tips.
• Evaluating troubleshooting Processes: Assessing compatibility between new and updated technology with existing systems.
• Improving Existing Processes: Reviewing proposed changes and making recommendations.
• Testing System Functionality: Ensuring Lucid vehicle components work optimally.
• Create and Maintain Customer Relationships: Demonstrate credibility and create customer confidence through emotional intelligence and expert level product knowledge.
• Data Integrity and Privacy: Appropriately and accurately use systems to keep customer and Lucid’s information secure and confidential.

Skills

Weekend availability

Customer-first mindset

Excellent communication

Technical comprehension

Education

High School Diploma or GED

Tools

MS Office

CRM

Mac OS

Job description

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 productionhappening in-houseacross our global offices andmanufacturingfacilities.Ourteamscomefromindustriesaround the world, united by a shared commitment to excellence.By refusing to settle, youcanhelpredefinewhat’spossible andshape the future of mobility.

As an Automotive EVTechnical Support Specialist, also known as a Customer Care Specialist, you will play a crucial role in assisting customers with technical issues related to their Lucid Motors vehicle hardware and software. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with creativity and a technical support aptitude. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns are crucial.

The address of Lucid Motors office is: 26533 Evergreen Road, Travelers Tower II, Southfield, MI 48076.

Full time shift hours from 3:30 pm – 12:00 am EDT.

Responsibilities include

• Handling Customer Support Cases: Providing technical assistance through Phone, Email, SMS and Chat inquiries.


• Responding to customer concerns with urgency and ownership for resolutions.


• Updating Tech Tips: Maintaining the company knowledge base by creating, editing and posting brief documents and tech tips.


• Evaluating troubleshooting Processes: Assessing compatibility between new and updated technology with existing systems.


• Improving Existing Processes: Reviewing proposed changes and making recommendations.


• Testing System Functionality: Ensuring Lucid vehicle components work optimally.


• Create and Maintain Customer Relationships: Demonstrate credibility and create customer confidence through emotional intelligence and expert level product knowledge.


• Data Integrity and Privacy: Appropriately and accurately use systems to keep customer and Lucid’s information secure and confidential.

Qualifications:

• Availability to work weekends and support flexible schedules to support customers 365 days of the year.


• Full time attendance during 3-week training is mandatory


• 2+ years of experience in technical support and troubleshooting required


• High school Diploma or GED required


• Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience.


• Eagerness to take on new responsibilities.


• Excellent communication and technical comprehension skills.


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


• Skilled in navigating ambiguity in a high volume, high touch atmosphere.


• Familiar with MS Office Suite (e.g. Outlook) and related communication tools (e.g CRM).


• Familiar with Mac OS


• Flexibility to work evenings shifts, weekends, or holidays.

Nice to have:

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


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

Base Pay Range (hourly):

$21 - $25 USD

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 a401(k) retirementplan.


• 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.

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.

Equal Opportunity:

At Lucid, we believe diversity strengthens everything we build. Lucid Motors is proud to be an equal opportunity employer and is committed to providing an inclusive workplace for all. 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.

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