Assistant Manager, Customer Care

Lucid Motors•Southfield, MI

3d•Onsite

About The Position

Lucid Motors is seeking an Assistant Manager, Customer Care, to lead the Customer Care Team during the evening shift. The role is onsite at 26533 Evergreen Road, Travelers Tower II, Southfield, MI 48076, and does not accommodate remote or hybrid work. The stated shift is 12:30 PM–9 PM EST; the qualifications also mention availability for weekends or a flexible schedule to eventually support customers and the team from 1 PM–9 PM EST. The Assistant Manager is accountable for a team of Specialists, helping them meet team metrics and providing immediate guidance on questions and escalations. The role supports customers through inbound phone calls, chats, and tickets concerning technical inquiries and roadside assistance, and works with the Customer Care Manager on improvements to processes, metrics, training, and comprehension. The Assistant Manager also resolves cases and escalations, coordinates with internal departments, advocates for customers, models product expertise, and helps build team processes and scripts.

Requirements

Bachelor's degree in Business Management, Operations, or a related field.
Availability to work weekends or a flexible schedule to eventually support customers and the team from 1 PM–9 PM EST.
At least 3 years of technical support management experience in customer service or technical support operations, including experience building workflows, processes, and scripts.
Positive attitude, friendly demeanor, empathetic mindset, and commitment to a great customer experience.
Eagerness to take on new responsibilities.
Excellent communication and comprehension skills.
Detail-oriented and highly precise.
Flexible and proactive, with strong attention to detail, critical thinking, and common sense.
Strong time-management and multitasking skills, with the ability to handle multiple customer cases rapidly and effectively.
Organized, able to prioritize, and adaptable in a high-pressure, fast-paced environment.
Comfort navigating and managing a team amid ambiguity.
Understanding of mechanical and cosmetic repair times, skills, and cost management.
Willingness to learn new and innovative automotive technologies.
Familiarity with Outlook and the MS Office Suite.

Nice To Haves

Automotive industry or electric vehicle (EV) experience is highly desired.
Fluency in multiple languages, such as Canadian French or Spanish.

Responsibilities

Manage the Customer Care Team and hold Specialists accountable for meeting team metrics.
Provide on-the-spot guidance to Specialists on questions and escalations.
Coach the team to deliver high-quality support through inbound phone calls, chats, and tickets for technical inquiries, and determine whether roadside assistance is needed.
Work with the Customer Care Manager to identify improvements to processes, metrics, training, and comprehension.
Resolve customer cases and escalations, communicating with internal departments when needed.
Advocate for customers by identifying opportunities to improve Lucid services or offerings based on customer requests and reported bugs.
Champion customer experiences and process improvements.
Model product expertise and educate Lucid vehicle owners on vehicle operation to build their confidence.
Answer questions about vehicle equipment and operation, and discuss mechanical or cosmetic concerns.
Guide technically adept and less-experienced customers and mechanics through Lucid apps and websites.
Triage vehicle condition or operational concerns during escalations involving initial vehicle production.
Help develop and continually improve team processes and scripts.