Assistant Manager, Customer Care

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.   

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).