Assistant Manager, Customer Care

Lucid Motors • Southfield, MI

4d • Onsite

About The Position

Lucid is seeking an Assistant Manager, Customer Care, to lead the Customer Care Team during the evening shift. This is an onsite role at Lucid Motors’ office at 26533 Evergreen Road, Travelers Tower II, Southfield, MI 48076; remote and hybrid arrangements are not available. The stated shift is 12:30 PM–9 PM EST, with weekend availability 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 calls, chats, and tickets concerning technical inquiries and roadside assistance, and works with the Customer Care Manager to improve processes, metrics, training, and comprehension. It also resolves escalated cases, coordinates with internal departments, advocates for customers, and helps develop team processes and scripts.

The position requires modeling strong product expertise so Specialists can educate Lucid vehicle owners and build their confidence. The Assistant Manager must be comfortable discussing vehicle equipment and operation, mechanical or cosmetic concerns, and guiding customers and mechanics through apps and websites. The role also involves triaging vehicle condition or operational concerns during escalations of initial vehicle production.

Requirements

• Bachelor’s degree in Business Management, Operations, or a related field.
• Availability to work weekends or a flexible schedule, with the role supporting customers and the team during afternoon/evening hours.
• At least 3 years of technical support management experience in customer service or technical support operations.
• Experience building workflows, processes, and scripts.
• Positive, friendly, empathetic approach and commitment to providing a great customer experience.
• Excellent communication and comprehension skills.
• Detail-oriented, precise, flexible, and proactive, with strong critical thinking and common sense.
• Strong time management and multitasking skills, including the ability to handle multiple customer cases rapidly and effectively.
• Ability to stay organized, prioritize, and adapt in a high-pressure, fast-paced environment.
• Comfort managing a team amid ambiguity.
• Understanding of mechanical and cosmetic repair times, skills, and cost management.
• Willingness to learn new automotive technologies.
• Familiarity with Outlook and the MS Office Suite.

Nice To Haves

• Automotive industry or electric vehicle experience.
• Fluency in multiple languages, such as Canadian French or Spanish.

Responsibilities

• Manage a team of Customer Care Specialists, monitor team metrics, and provide on-the-spot guidance for questions and escalations.
• Coach Specialists in providing customer support through inbound phone calls, chats, and tickets for technical inquiries, including determining 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 and communicate with internal departments as needed.
• Advocate for customers and identify opportunities to improve Lucid services or offerings based on customer requests and reported bugs.
• Champion customer experiences and process improvements.
• Model product expertise and help Specialists educate Lucid vehicle owners about vehicle equipment and operation.
• Guide technical and less technically experienced customers and mechanics through apps and websites.
• Triage vehicle condition or operational concerns during escalations involving initial vehicle production.
• Help develop and continuously improve team processes and scripts.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life and disability coverage
• Paid time off
• Paid holidays
• Paid sick leave
• 401(k) retirement plan
• Eligible employees may participate in an equity program and/or discretionary annual cash incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager