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.
The primary goal of a Customer Experience Advocate Team is to drive performance and promote communication at the highest level, to ensure a world-class customer experience and resolution services to Lucid vehicle owners on complex, high level concerns. The ideal candidate will possess the ability to identify and coordinate as such with cross functional departments, and exhibit a strong understanding of empathy, professional drive, critical thinking or analysist of root-causes, while championing the Lucid customer experience. Self-motivated and resourceful individuals, with a capability to create strong internal networks will thrive in this role. The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns to provide remedies will be crucial.
The Role:
- Create and assist in the processes, workflows and communication expectations in an ongoing manner for daily operations in the Customer Experience Advocates team, to build relationship and ultimately earn customer Loyalty. Using new learnings, and cases,andupdate processes in an evolving manner for the loyalty program.
- Deliver strong performance across the Customer Experience Advocate team based on metrics. Within existing software, utilize appropriate metrics, stages, and follow up protocols to ensure customers are heard, prioritized, and issues are resolved.
- Communicate appropriately, understanding the Lucid customer profile, and their needs.
- Innovate, advocate and ensure Lucid vehicle owner’s questions concerns or escalations are met, partnering with internal stakeholders and cross-functional departments when needed.
- Highly skilled in navigating sensitive customer concerns, focusing on root causes, and prevent additional similar concerns.
- Create, refine, and assist in developing processes, workflows, and communication expectations for the daily operations of the Customer Experience Advocates team, with the ultimate goal of building strong customer relationships and earning customer loyalty.
- Utilize customer feedback, analytics, and real-world cases to continuously update and improve processes, ensuring they remain dynamic and responsive to customer needs for our evolving loyalty program.
- Implement appropriate metrics, stages, and follow-up protocols within existing software to track and enhance the performance of the Customer Experience Advocate team, ensuring timely and effective resolution of customer inquiries and concerns.
- Communicate with customers appropriately, demonstrating a deep understanding of the Lucid customer profile and their unique requirements, to ensure a personalized and exceptional experience at every touchpoint.
- Innovate, advocate, and collaborate with internal stakeholders and cross-functional departments to address and resolve Lucid vehicle owners’ questions, concerns, or escalations promptly and efficiently.
- Demonstrate expertise in navigating sensitive customer concerns, focusing on root causes to prevent recurring issues and providing sustainable solutions.
- Champion the Voice of the Customer across the organization, advocating for improvements to Lucid services or offerings to enhance the overall customer experience.
- Take ownership of customer cases and see them through to full resolution, coordinating efficiently with internal departments when necessary, to ensure a seamless and satisfying customer experience.
- Cultivate customer loyalty by consistently delivering a world-class experience, exceeding customer expectations at every interaction.
- Identify ways to improve customer experience and increase efficiency of internal processes.
- Translate research findings into strategic insights that shape capability roadmap for medium and long-term digital ecosystem strategy.
- Execute UX research representing the voice of the users and lead research for both customer experience and enterprise products.
- Assessing risks, opportunities, deliverables, and mitigation for projects.
- Liaising with teams and leadership about timelines, costs, and project objectives.
- Collaborating with a team of developers and other teams in developing Salesforce projects.
- Maintain, audit, and communicate program metrics through analytical reporting, not limited to program trends, accounting dispositions, opportunities, etc.
- Assist with or perform administrative tasks
- Have a passion for sustainable transportation and changing the automotive industry.
Qualifications:
- Minimum 4 years of experience in customer experience, customer success, account management, or equivalent college degree in Hospitality.
- 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 and highly precise. Flexible, proactive, attentive to details, demonstrating strong critical thinking, common sense, and innovation when situations require.
- Ability to partner cross-functionally to deliver major initiatives, all while relentlessly prioritizing based on need.
- Comfort navigating ambiguity, and an ability to create in an undefined, unestablished environment.
- Strong interpersonal skills and ability to effectively communicate complicated concepts and recommended courses of action to engage diverse audiences.
- Ability to think strategically, drive for results, continuously drive innovation, and inspire the organization to achieve and exceed its objectives.
- Must be able to multi-task, be flexible, and perform in a fast-paced environment.
- Availability to work weekends and support flexible schedules to support the team 24/7, 365 days of the year.
Advantageous:
- Automotive industry experience or start-up experience.
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 San Francisco Bay Area – $108,000 – 154,000 per year
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.)
Lucid maintains your privacy according to its Candidate Privacy Notice. If you are a California resident, please refer to our California Candidate Privacy Notice.
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.
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.