Lucid Careers

Customer Support Contact Manager

Sales & Service

Newark, CA      Full-Time

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Leading the future of luxury mobility

Lucid’s mission is to inspire the adoption of sustainable energy by creating the most captivating luxury electric vehicles, centered around the human experience. Working at Lucid Motors means having a shared vision to power the future in revolutionary ways. Be part of a once-in-a-lifetime opportunity to transform the automotive industry.

The Program Manager for Lucid’s Customer Support Contact (Call) Center will help develop and launch this critical customer service support channel. Lucid Service’s strategy is to provide a world class customer experience and the interactions from the Customer Support Contact Center will demonstrate that Lucid Motors is on a tier above the rest of the automotive industry. The Program Manager will define and standardize the operations for the Contact Center.  The individual will help build the support team while ensuring its scalable to support Lucid’s customers nationally and globally.

The Role

  • Identify, schedule and implement the strategy for the Customer Support Contact Center
  • Analyze requirements for contact center software integration and recommend business requirements and solutions
  • Support the onboarding of a Roadside Service Provider by defining requirements and standard operating procedures
  • Partner with Technical Support Engineers to develop technical troubleshooting procedures
  • Successfully collaborate with 3rd party partners, peers and cross-functional teams
  • Analytically establish and manage metrics and actionable reports for Contact Center and Roadside Program
  • Collaborate with cross-functional teams to elevate Lucid’s customer experience and support
  • Build and grow a team of passionate, knowledgeable, adaptable and patience customer service specialists
  • Establish standard operating procedures for the new contact center by partnering with the Learning and Development team to create effective and interactive training material
  • Develop training content to maintain excellent customer service standards
  • Uphold the standard as a world class leader in customer experience and ownership

Qualifications

  • Minimum of 5-years of Contact Center or relative Customer Service strategy experience
  • Knowledge and prior experience with contact center software systems
  • Schedule flexibility to support Contact Center when necessary
  • Exceptional analytical skills to continuously improve processes
  • Ability to manage escalations to minimize conflict
  • Great verbal skills and the ability to engage with customers
  • Exceptional ability to interface and collaborate effectively with individuals, groups, and suppliers
  • Dynamic and able to succeed in an ambiguous environment while establishing standards
  • Enthusiastic about the future of automotive luxury and sustainable mobility
  •  Bachelor's Degree
  • Advantageous Experiences:
  • Start-up experience and related fast-paced environments
  • Prior experience in the automotive sector, including Electric Vehicles
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