Head of Customer Care

Lucid Motors

5500

Newark, CA, United States

Posted on: 2022-12-07

Category: emobility

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Expired

Employment type:

Full time

Experience required:

Intermediate

Salary

Salary not provided

About the company:

Lucid is the new generation of EV. Our relentless focus on innovation, luxury, and sustainability drives us into a reality where you no longer have to choose between doing great things, doing the right thing, and doing everything with the highest regard for efficiency and design. There were luxury cars, then EVs, now there’s Lucid.

Leading the future in luxury electric and mobility

At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.

We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.

Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

Lucid Motors is seeking a Head of Customer Care to provide a world-class customer experience and resolution services to Lucid vehicle owners. The ideal candidate will not only possess the technical acumen, but also exhibit a strong understanding of empathy, professional drive, and passion for customer service, and be able to generate the same level of performance from the Customer Care team. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns is crucial.

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.

Notice regarding COVID-19 protocols

At Lucid, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus all new Lucid employees, whose job will be based in the United States may or may not be required to provide original documentation confirming status as having received the prescribed inoculation (doses). Vaccination requirements are dependent upon location and position, please refer to the job description for more details.

Individuals in positions requiring vaccinations may seek a medical and/or religious exemption from this requirement and may be granted such an accommodation after submitting a formal request to and the subsequent review and approval thereof by our dedicated Covid-19 Response team.

To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.

Responsibilities

Take ownership of customer case to full resolution, communicating efficiently with internal departments when needed. Resolve escalated complaints and concerns.

Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs. Champion customer experiences and implement process improvements.

Evaluate customer satisfaction through relevant KPIs. Manage data and service level agreements; translate data into action.

Manage and monitor the Customer Care team, ensuring they are meeting metrics, and providing on-the-spot guidance for questions or escalations.

Collaborate with Customer Care Managers to strategize advancements by determining improvements to processes, metrics, training or comprehension.

Serve as Product Expert to educate Lucid vehicle owners, generating confidence in the operation of a Lucid vehicle. Must be comfortable handling escalations, answering vehicle equipment questions, vehicle operations, discussing concerns around mechanical or cosmetic issues.

Present to senior leadership and partner cross-functionally to drive change

Requirements

Minimum 8 years of experience in a lead customer care and advocacy position

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

Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements

Exceptional time management 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

Excellent communication, advocacy, comprehension and follow through.

Detail-oriented and highly precise. Flexible and proactive with strong attention to detail and inclination to contribute

Exercise strong critical thinking and common sense.

Proficiency in MS Excel and other CRM tools to capture data and drive improvements throughout the org

Availability to work whenever needed to support customers