Customer Care Specialist (Full-Time)

At Lucid, we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucid’s proprietary technology and software-defined vehicle architecture, our award-winning vehicles bring our “Compromise Nothing™” approach to the global automotive market. That means refusing to choose between performance and sustainability, design and engineering, ambition and integrity. Our teams come from industries around the world, united by a shared commitment to excellence.

About the role

As an Automotive EV Technical Support Specialist (Customer Care Specialist), you will play a crucial role in assisting customers with technical issues related to their Lucid Motors vehicle hardware and software. You must have a customer-first approach, thrive in ambiguous environments, and tackle challenges with creativity and technical support aptitude. The ability to develop excellent relationships with Lucid vehicle owners and internal departments to address customer concerns is crucial.

Location: 26533 Evergreen Road, Travelers Tower II, Southfield, MI 48076.

Responsibilities

• Handling Customer Support Cases: Providing technical assistance through phone, email, SMS, and chat inquiries.
• Responding to customer concerns with urgency and ownership for resolutions.
• Updating Tech Tips: Maintaining the company knowledge base by creating, editing, and posting brief documents and tech tips.
• Evaluating troubleshooting processes: Assessing compatibility between new and updated technology with existing systems.
• Improving existing processes: Reviewing proposed changes and making recommendations.
• Testing system functionality: Ensuring Lucid vehicle components work optimally.
• Creating and maintaining customer relationships: Demonstrating credibility and customer confidence through emotional intelligence and expert-level product knowledge.
• Data integrity and privacy: Appropriately and accurately using systems to keep customer and Lucid’s information secure and confidential.

Requirements

• Availability to work weekends and support flexible schedules to assist customers 365 days a year.
• Full-time attendance during a mandatory 3-week training.
• 2+ years of experience in technical support and troubleshooting.
• High school diploma or GED.
• Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience.
• Eagerness to take on new responsibilities.
• Excellent communication and technical comprehension skills.
• Detail-oriented, highly precise, flexible, proactive, with strong critical thinking and common sense.
• Skilled in navigating ambiguity in a high-volume, high-touch atmosphere.
• Familiarity with MS Office Suite (e.g., Outlook) and related communication tools (e.g., CRM).
• Familiarity with Mac OS.
• Flexibility to work evening shifts, weekends, or holidays.

Nice to Have

• Automotive industry or Electric Vehicle (EV) experience highly desired.
• Fluent in multiple languages (Canadian French, Spanish, or others).

Pay

Base pay range (hourly): $21 - $25 USD.

Schedule

• Full-time shift hours: 3:30 pm – 12:00 am EDT.
• Potential for a hybrid schedule with work-from-home flexibility on Fridays and Saturdays (not guaranteed; based on individual performance, reliability, and ability to work independently).

Benefits

• Comprehensive and competitive benefits package including medical, dental, and vision insurance.
• Life and disability coverage.
• Paid time off and paid holidays.
• 401(k) retirement plan.
• Eligible employees may participate in Lucid’s equity program and/or a discretionary annual cash incentive program.