Assistant Manager, Customer CarePosted today
The opportunity
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.
What you'll do
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.
What they're looking for
- 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.
- 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.
