Customer Care Lead

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 primary goal of the Customer Care Lead is to develop and build a world-class customer experience and service to Lucid vehicle owners. The ideal candidate will coach the Customer Care team to exhibit technical acumen, but also exhibit a strong understanding of empathy, professional drive, and passion for customer service. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns is crucial. The hours for this role will be 12:00pm - 8:30 pm EST. This position offers the potential for a hybrid schedule, meaning work-from-home flexibility on Fridays and Saturdays. This option is not guaranteed and is based on individual performance, reliability, and the ability to work independently.

The Role

• Help develop and build team processes and scripts in an ongoing manner.
• 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 team of specialists to educate Lucid vehicle owners, generating confidence in the operation of a Lucid vehicle. Must be comfortable to answer vehicle equipment questions, vehicle operations, discuss concerns around mechanical or cosmetic issues.
• Capable of masterfully 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

Qualifications

• Availability to work weekends, or a flexible schedule to eventually support customers 24/7, 365 days of the year.
• Minimum 3 years of experience in customer service, or contact center experience, as well 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 details, 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, adapt to work in a high pressure and fast pacing environment
• 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.
• Verbal and written skills in English.
• Verbal and written skills in Canadian French and Arabic.
• Start up, or NPI experience preferred but not required.
• Automotive industry experience preferred but not required.

Base Pay Range (hourly):

$25 - $28 USD

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.

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; and a 401(k) retirement plan. 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 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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To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to Lucid Motors. Lucid Motors is not responsible for any fees related to unsolicited resumes.