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Assistant Manager, Customer Care
3 months ago
The address of Lucid Motors office is: 26533 Evergreen Road, Travelers Tower II, Southfield, MI 48076. This position is an onsite role and will not be able to accommodate remote or hybrid.
The Role:
- 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.
- Available to travel to California for training for 2-3 weeks.
- Bachelor's 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.
- 3+ years of technical support management experience in customer service, technical support operations, 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
- Comfortable navigating and managing a team with ambiguity.
- 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.
- Automotive industry or Electric Vehicle (EV) experience highly desired.
- Fluent in multiple languages (Canadian French, Spanish or others).
