Assistant Manager, Customer Care

The role

The Assistant Manager will manage the Customer Care Team for the evening shift. This person will coach specialists, resolve customer escalations, and develop team processes and scripts.

What you will do

• Accountable for a team of Specialists, ensuring they are meeting team metrics
• Provide on-the-spot guidance for questions or escalations
• Coach team to provide support via inbound phone calls, chats, and tickets
• Determine if roadside assistance is needed
• Work with the Customer Care Manager to strategize advancements in processes, metrics, training, or comprehension
• Resolve customer cases and escalations
• Communicate with internal departments
• Advocate for the customer to improve Lucid services or offerings
• Model Product Expertise to a team of specialists
• Triage car condition or operational concerns during escalations

Required qualifications

• Bachelor degree in Business Management, Operations, or other related field
• 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
• 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
• 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

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 and/or a discretionary annual cash incentive program

About the company

Lucid is creating exceptional mobility experiences through innovation. They design and build vehicles with proprietary technology and software-defined vehicle architecture.