Lead Customer Service Representative

About Rivian Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. Role Summary As we continue to scale Rivian's physical footprint, we are looking for a Regional Support Lead to act as the ultimate bridge between our brand standards and local execution. This is a high-visibility role designed for leaders who thrive in the "pre-launch" buzz and possess the operational grit to ensure every new location opens with excellence. This role requires a builder's mindset and a willingness to be wherever the work is. When you're not supporting a launch, you're embedded with field teams - providing advisory support, reinforcing SOPs, and contributing as a customer-facing team member across sales, delivery, service, and events. In addition to on-site support, you will provide ongoing coaching to your designated region, ensuring local marketing activations are on-brand, data-informed, and consistently ladder up to defined KPIs. To be successful in this role, you must have a customer-first approach and thrive in ambiguous and fast-moving environments, tackling all challenges with a flexible and solution-oriented mindset. Responsibilities Serve as the primary on-the-ground point of contact for new location openings and major activations, owning schedules, resource coordination, and cross-functional alignment Work side-by-side with on-site teams to execute readiness tasks, ensure adherence to Standard Operating Procedures (SOPs), and interface with customers Provide real-time coaching on guest flow, event setup, and brand-standards to elevate team performance Provide guidance to local teams through virtual office hours, activation reviews, and planning sessions to ensure local marketing and community events align with brand strategy Review and advise on regional marketing calendars, creative assets, and event plans to ensure they are on-brand, properly localized, and anchored to clear, measurable KPIs Track performance of regional activations against defined KPIs, using insights to recognize wins, identify gaps, and shape future coaching priorities Establish feedback loops that enable local teams to self-assess, iterate, and sustain standards independently Transition between strategic advisory and hands-on, customer-facing support - contributing to sales, delivery, service, and event operations within your region and across the United States and Canada as needed Stay current on customer-facing training curricula and model excellence across every customer interaction, demonstrating deep expertise in our product, customer experience expectations, and operating procedures Partner cross-functionally with Network Development, Sales Enablement, and Field Leadership to ensure alignment on launch priorities, event goals, and operational standards Qualifications 5+ years of experience in field operations, retail operations, hospitality, or event management - preferably in a premium or direct-to-consumer brand environment Demonstrated experience managing site launches, activations, or high-volume operational environments Experience coaching distributed field teams, including influencing outcomes remotely across a large geographic territory Strong organizational skills with the ability to manage complex schedules and multiple stakeholders under tight deadlines Clear and direct communicator - able to deliver constructive, real-time feedback and lead structured debriefs with local leadership Comfort using performance data and digital collaboration tools to guide coaching conversations and ensure activations meet or exceed KPI targets A sharp eye for detail and a commitment to coaching others on delivering consistent, high-quality customer experiences Willingness to travel up to 75% of the time, including nights and weekends, to meet our teams, projects, and customers where they are Additional Qualifications Must have a valid driver's license in the state of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from) and possess an exceptional driving record No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period; Will be subject to continuous Motor Vehicle Record (MVR) monitoring Ability to obtain and maintain local sales licenses if applicable in your state Physical Requirements Willingness to work in various working conditions including being in a full service retail center or unpredictable weather conditions Physical exertion may be required to perform occupational tasks (sitting up to 6 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs). Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners Pay Disclosure The salary range for this role is 71,900 - 90,000 for Florida based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus and equity awards. We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian's 401(k) Plan and Employee Stock Purchase Plan if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com. Equal Opportunity Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at View email address on click.appcast.io. #J-18808-Ljbffr