Customer Care Lead

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. Customer Care Lead The primary goal of the Customer Care Lead is to develop and build a world‑class customer experience and service for Lucid vehicle owners. The ideal candidate will coach the Customer Care team to exhibit technical acumen, empathy, professional drive, and passion for customer service. The ability to develop excellent relationships with Lucid vehicle owners and internal departments to effectively address customer concerns is crucial. Hours: 12:00 pm – 8:30 pm EST. The role offers a potential hybrid schedule, meaning work‑from‑home flexibility on Fridays and Saturdays. This option is not guaranteed and is based on individual performance, reliability, and the ability to work independently. The Role Help develop and build team processes and scripts on an ongoing basis. Accountable for a team of Specialists, ensuring they meet team metrics and providing on‑the‑spot guidance for questions or escalations. Coach the team to provide the highest level of support to customers via inbound phone calls, chats, and tickets for technical inquiries, or determine if roadside assistance is needed. Work closely with the Customer Care Manager to strategize advancements by determining improvements to processes, metrics, training, or comprehension. Resolve customer cases and escalations, communicating efficiently with internal departments when needed. Advocate for the customer to improve Lucid services or offerings based on requests and reported bugs. Champion customer experiences and process improvements. Model product expertise to the team of specialists to educate Lucid vehicle owners, building confidence in the operation of a Lucid vehicle. Must be comfortable answering vehicle equipment questions, vehicle operations, and discussing concerns around mechanical or cosmetic issues. Guide both adept and amateur technical customers and mechanics through the app and website, leveraging personal technical aptitude. Triage car condition or operational concerns during escalations of initial vehicle production. Qualifications Availability to work weekends and a flexible schedule to eventually support customers 24/7, 365 days a year. Minimum 3 years of customer service or contact center experience, including building workflows, processes, and scripts. Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience. Eagerness to take on new responsibilities. Excellent communication and comprehension skills. Detail‑oriented, highly precise, flexible, proactive, and possessing strong critical thinking and common sense. Exceptional time‑management skills and multitasking capabilities, rapidly and effectively handling multiple customer cases. Organized with a sense of priority and able to adapt in a high‑pressure, fast‑paced environment. Understanding of mechanical and cosmetic repair times, skills, and cost management. Willingness to learn new and innovative automotive technologies. Familiarity with Outlook and MS Office Suite. Verbal and written skills in English. Verbal and written skills in Canadian French and Arabic. Startup or NPI experience preferred but not required. Automotive industry experience preferred but not required. Base Pay Range (hourly)

$25 – $28 USD

Additional Compensation and Benefits Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401(k). 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. Equal Employment Opportunity 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. #J-18808-Ljbffr Lucid Motors