Customer Care Specialist

The role

You will assist customers with technical issues related to Lucid Motors vehicle hardware and software. You will handle support cases via phone, email, SMS, and chat while maintaining the company knowledge base.

What you will do

• Providing technical assistance through Phone, Email, SMS and Chat inquiries
• Responding to customer concerns with urgency and ownership for resolutions
• Maintaining the company knowledge base by creating, editing and posting brief documents and tech tips
• Assessing compatibility between new and updated technology with existing systems
• Reviewing proposed changes and making recommendations
• Ensuring Lucid vehicle components work optimally
• Demonstrate credibility and create customer confidence through emotional intelligence and expert level product knowledge
• Appropriately and accurately use systems to keep customer and Lucid’s information secure and confidential

Required qualifications

• Availability to work weekends and support flexible schedules to support customers 365 days of the year
• Full time attendance during 3-week training is mandatory
• 2+ years of experience in technical support and troubleshooting
• High school Diploma or GED
• Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience
• Eagerness to take on new responsibilities
• Excellent communication and technical comprehension skills
• Detail-oriented and highly precise
• Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense
• Skilled in navigating ambiguity in a high volume, high touch atmosphere
• Familiar with MS Office Suite (e.g. Outlook) and related communication tools (e.g. CRM)
• Familiar with Mac OS

Nice to have

• Automotive industry or Electric Vehicle (EV) experience
• Fluent in multiple languages (Canadian French, Spanish or others)

Benefits

• medical, dental, and vision insurance
• life and disability coverage
• paid time off
• paid holidays
• paid sick leave
• 401(k) retirement plan
• Hourly/non-exempt employees accrue up to 120 hours paid time off
• salaried/exempt employee accrue up to 160 hours paid time off
• Eligible employees may also participate in Lucid’s equity program
• discretionary annual cash incentive program

About the company

Lucid creates exceptional mobility experiences through innovation and proprietary technology. The company uses deep vertical integration with design, engineering, and production happening in-house.