Customer Care Lead

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 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.