Customer Care Assistant Manager

About the role

The Assistant Manager for Customer Care will lead a team of Specialists, ensuring they meet team metrics and providing on-the-spot guidance for questions or escalations. They will coach the 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. They will work closely with the Customer Care Manager to strategize advancements by determining improvements to processes, metrics, training, or comprehension. They will resolve customer cases and escalations, communicate efficiently with internal departments when needed, advocate for the customer to improve Lucid services or offerings based on requests and reported bugs, and champion customer experiences and process improvements.

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.

Qualifications

• Availability to work weekends, or a flexible schedule to eventually support customers and the team at the shift times below: 12 PM – 8:30 PM ET
• Minimum 3 years of experience in customer service, or contact center experience, 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.
• 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.
• College Degree Required
• Nice To Have: Start-up experience and related fast-paced environments, Prior experience in the automotive sector, including Electric Vehicles

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.