Assistant Manager, Customer Care

Southfield, MIfull timeRemote

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H1B: no

Lucidmotors Lucid Motors is hiring an Assistant Manager, Customer Care to lead the evening shift team providing technical support and customer service for Lucid vehicles. The role involves coaching, resolving escalations, and improving customer care processes onsite.

Responsibilities

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.

Qualification

Bachelor degree in Business ManagementAvailability to work weekendsPositive attitudeDetail-oriented and highly preciseExceptional time management skillsFamiliar with OutlookAt Lucid

Required

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.

Preferred

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.

Benefits

Dental
Vision
401(k)
PTO
Equity/RSU
Flexible Work

Company

Lucidmotors

View company page

Source: greenhouse

Active within the past hour

Remote-friendly

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