Customer Care Lead

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.

The primary goal of the Customer Care Lead is to provide a world-class
customer experience and service 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.

Responsibilities

• Take ownership and lead 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.


• Monitor the team Specialists, ensuring they are meeting team metrics, and providing on-the-spot guidance for questions or escalations.


• Work closely with the Customer Care Manger to strategize advancements by determining improvements to processes, metrics, training or comprehension.


• Help develop and improve team processes and scripts in an ongoing manner.


• Take ownership of customer case to full resolution, 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.


• Serve as Product Experts 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.

Requirements:

• 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 in Arabic and English


• 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 and Arabic
  
  Nice to Have:


• Start up, or NPI experience.


• Automotive industry experience.


• Verbal and written skills in Canadian French and Arabic.

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 vaccination requirement as a condition of gainful
employment within the United States
At Lucid, we prioritize the health and wellbeing of our employees, families,
and friends above all else. In response to the novel Coronavirus, and the
increased transmissibility with recent variants, all new Lucid employees,
whose job will be based in the United States, must provide original
documentation confirming status as having received the prescribed inoculation
(doses) based on the manufacturer's guidelines on their first day of
employment.
Individuals seeking a medical and/or religious exemption from this requirement
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.