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Customer Care Team Lead

2 months ago

Southfield, Michigan, United States Lucid Motors Full time
About the Role

We are seeking a highly skilled and experienced Technical Support Manager to join our Customer Care Team at Lucid Motors. As an Assistant Manager, you will play a key role in leading a team of specialists to provide exceptional customer support and experience.

Key Responsibilities
  • Team Leadership: Manage a team of specialists to ensure they meet team metrics and provide on-the-spot guidance for questions or escalations.
  • Customer Support: Coach team members 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.
  • Process Improvement: Work closely with the Customer Care Manager to strategize advancements by determining improvements to processes, metrics, training, or comprehension.
  • Customer Resolution: 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.
  • Product Expertise: 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.
  • Technical Guidance: Capable of guiding both adept and amateur technical customers and mechanics through app and website, through a personal technical aptitude.
  • Escalation Management: Triage car condition or operational concerns during escalations of initial vehicle production.
  • Process Development: Help develop and build team processes and scripts in an ongoing manner.
Requirements
  • Availability: Available to travel to California for training for 2-3 weeks.
  • Education: Bachelor's degree in Business Management, Operations, or other related field required.
  • Experience: 3+ years of technical support management experience in customer service, technical support operations, as well as experience building workflows, processes, and scripts.
  • Skills: 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.
  • Automotive Industry Knowledge: 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.
  • Technical Skills: Familiar with Outlook, and MS Office Suite.
Nice to Have
  • Automotive Industry Experience: Automotive industry or Electric Vehicle (EV) experience highly desired.
  • Language Skills: Fluent in multiple languages (Canadian French, Spanish or others).