Head of Customer Care

Leading the future in luxury electric and mobility

At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.

We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.

Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

Lucid Motors is seeking a Head of Customer Care to provide a world-class customer experience and resolution services to Lucid vehicle owners. The ideal candidate will not only possess the technical acumen, but also exhibit a strong understanding of empathy, professional drive, and passion for customer service, and be able to generate the same level of performance from the Customer Care team. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns is crucial.

Responsibilities

• Take ownership of customer case to full resolution, communicating efficiently with internal departments when needed. Resolve escalated complaints and concerns.
• Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs. Champion customer experiences and implement process improvements.
• Evaluate customer satisfaction through relevant KPIs. Manage data and service level agreements; translate data into action.
• Manage and monitor the Customer Care team, ensuring they are meeting metrics, and providing on-the-spot guidance for questions or escalations.
• Collaborate with Customer Care Managers to strategize advancements by determining improvements to processes, metrics, training or comprehension.
• Serve as Product Expert to educate Lucid vehicle owners, generating confidence in the operation of a Lucid vehicle. Must be comfortable handling escalations, answering vehicle equipment questions, vehicle operations, discussing concerns around mechanical or cosmetic issues.
• Present to senior leadership and partner cross-functionally to drive change

Requirements

• Minimum 8 years of experience in a lead customer care and advocacy position
• Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience.
• Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements
• Exceptional time management and multitasking capabilities, rapidly but effectively able to handle multiple customer cases. Remains organized with a sense of priority, adapt to work in a high pressure and fast pacing environment
• Excellent communication, advocacy, comprehension and follow through.
• Detail-oriented and highly precise. Flexible and proactive with strong attention to detail and inclination to contribute
• Exercise strong critical thinking and common sense.
• Proficiency in MS Excel and other CRM tools to capture data and drive improvements throughout the org
• Availability to work whenever needed to support customers 

Nice to Have

• Automotive industry experience or start-up experience.
• Ticketing system experience, e.g. Jira.

Salary Range: The compensation range for this position is specific to the locations listed below and is the range Lucid reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.

·       California (Bay Area) - $192,000-$275,000

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Additional Compensation and Benefits: Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. The successful candidate may also be eligible to participate in Lucid’s equity program and/or a discretionary annual incentive program, subject to the rules governing such programs.  (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.)

At Lucid, we don’t just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

Notice regarding COVID-19 protocols  

At Lucid, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus all new Lucid employees, whose job will be based in the United States may or may not be required to provide original documentation confirming status as having received the prescribed inoculation (doses). Vaccination requirements are dependent upon location and position, please refer to the job description for more details.

Individuals in positions requiring vaccinations may seek a medical and/or religious exemption from this requirement and may be granted such an accommodation after submitting a formal request to and the subsequent review and approval thereof by our dedicated Covid-19 Response team.

To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.