Customer Care Specialist

<div class="content-intro"><p><span style="text-decoration: underline;"><span data-contrast="none">About Lucid</span></span></p>
<p><span data-contrast="none">At Lucid, we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucid’s proprietary technology and software-defined vehicle architecture, our award-winning vehicles bring our “Compromise Nothing™” approach to the global automotive market. That means refusing to choose between performance and sustainability, design and engineering, ambition and integrity. In Lucid Air and Lucid Gravity, we have designed and built vehicles that have redefined their segments, combining exceptional range, performance, design, and expansive space in a single experience.</span><span data-ccp-props="{"201341983":0,"335559738":210,"335559739":210,"335559740":300}"> </span></p>
<p><span data-contrast="none">We achieve this through deep vertical integration, with design, engineering, and production happening in-house across our global offices and manufacturing facilities. Our teams come from industries around the world, united by a shared commitment to excellence. By refusing to settle, you can help redefine what’s possible and shape the future of mobility.</span></p></div><p>As an Automotive <strong>EV</strong> <strong>Technical Support Specialist</strong>, also known as a Customer Care Specialist, you will play a crucial role in assisting customers with technical issues related to their Lucid Motors vehicle hardware and software. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with creativity and a technical support aptitude.  The ability to develop excellent relationships with Lucid vehicle owners, as well as internal departments to effectively address customer concerns are crucial.</p>
<p>The address of Lucid Motors office is: <strong><span data-teams="true">4141 E Broadway Rd, Phoenix, AZ 85040</span></strong></p>
<p>Full time shift hours from:<strong> 12:30PM - 9PM Monday - Friday / Saturday 11:30AM - 8PM </strong></p>
<p><strong>This <span data-teams="true">shift will work Pacific time, so it will change locally for daylight savings </span></strong></p>
<p><strong>Responsibilities include</strong>:</p>
<ul type="disc">
<li><strong>Handling Customer Support Cases</strong>: Providing technical assistance through Phone, Email, SMS and Chat inquiries.</li>
<li>Responding to customer concerns with urgency and ownership for resolutions.</li>
<li><strong>Updating Tech Tips</strong>: Maintaining the company knowledge base by creating, editing and posting brief documents and tech tips.</li>
<li><strong>Evaluating troubleshooting Processes</strong>: Assessing compatibility between new and updated technology with existing systems.</li>
<li><strong>Improving Existing Processes</strong>: Reviewing proposed changes and making recommendations.</li>
<li><strong>Testing System Functionality</strong>: Ensuring Lucid vehicle components work optimally.</li>
<li><strong>Create and Maintain Customer Relationships</strong>: Demonstrate credibility and create customer confidence through emotional intelligence and expert level product knowledge.</li>
<li><strong>Data Integrity and Privacy</strong>: Appropriately and accurately use systems to keep customer and Lucid’s information secure and confidential.</li>
</ul>
<p><strong>Qualifications:</strong></p>
<ul type="disc">
<li><strong>Availability to work weekends and support flexible schedules to support customers 365 days of the year. </strong></li>
<li><strong>Full time attendance during 3-week training is mandatory</strong></li>
<li>2+ years of experience in technical support and troubleshooting required</li>
<li>High school Diploma or GED required</li>
<li>Positive attitude, friendly demeanor, empathetic mindset, and commitment to providing a great customer experience.</li>
<li>Eagerness to take on new responsibilities.</li>
<li>Excellent communication and technical comprehension skills.</li>
<li>Detail-oriented and highly precise. Flexible, proactive, attention to details, and inclination to contribute with strong critical thinking and common sense.</li>
<li>Skilled in navigating ambiguity in a high volume, high touch atmosphere.</li>
<li>Familiar with MS Office Suite (e.g. Outlook) and related communication tools (e.g CRM).</li>
<li>Familiar with Mac OS</li>
<li>Flexibility to work evenings shifts, weekends, or holidays.  </li>
</ul>
<p><strong>Nice to have:</strong></p>
<ul type="disc">
<li>Automotive industry or Electric Vehicle (EV) experience highly desired</li>
<li>Fluent in multiple languages (Canadian French, Spanish or others).</li>
</ul>
<p><strong>Base Pay Range (hourly):</strong></p>
<p>$21 - $25 USD</p>
<div>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.</div>
<div> </div>
<div>
<p>INDCC</p>
</div><div class="content-conclusion"><div>
<p data-ccp-border-top="0px none " data-ccp-padding-top="0px" data-ccp-border-bottom="1px solid #000000" data-ccp-padding-bottom="1.3333333333333333px"><span data-contrast="auto"><span class="TextRun Underlined MacChromeBold SCXW258898025 BCX0" lang="EN-US" data-contrast="auto"><strong><span class="NormalTextRun CommentStart SCXW258898025 BCX0">Compensation</span></strong><span class="NormalTextRun SCXW258898025 BCX0"><strong> & Benefits:<span data-teams="true"> </span></strong><span data-teams="true">Lucid offers a comprehensive and competitive </span><span data-teams="true"><a id="menur13jl" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://mylucidbenefits.com/" target="_blank">benefits package</a> including medical, dental, and vision insurance; life and disability coverage; paid time off; paid holidays, paid sick leave; and a 401(k) retirement plan. Hourly/non-exempt employees accrue up to 120 hours paid time off, and salaried/exempt employee accrue up to 160 hours paid time off.  Eligible employees may also participate in Lucid’s equity program and/or a discretionary annual cash incentive program. Incentive and equity awards, if applicable, are determined based on individual performance, role scope, market considerations, and overall company results, in accordance with the terms of the applicable plans.  </span></span></span></span></p>
<p data-ccp-border-top="0px none " data-ccp-padding-top="0px" data-ccp-border-bottom="1px solid #000000" data-ccp-padding-bottom="1.3333333333333333px"><strong><span data-contrast="auto">Equal Opportunity: </span></strong><span data-contrast="auto">At Lucid, we believe diversity strengthens everything we build. Lucid Motors is proud to be an equal opportunity employer and is committed to providing an inclusive workplace for all. We consider all qualified applicants without regard to race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity or expression, marital status, or any other characteristic protected by applicable state or federal laws and regulations.</span><span data-ccp-props="{"335559738":240,"335559739":240,"335572079":6,"335572080":1,"335572081":0,"469789806":"single"}"> </span></p>
<p><strong><span data-contrast="auto">Accessibility: </span></strong><span data-contrast="auto">Lucid Motors is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need any accommodation to participate in the application process, please contact us at <a href="mailto:[email hidden]">TA-Operations <@> lucidmotors.com</a>.</span><span data-ccp-props="{}"> <span data-teams="true"><strong>This email address is designated solely for accommodation requests and is not monitored for job applications or resume submissions. To be considered for employment, all applications must be submitted through the Lucid Motors Careers website.</strong></span></span></p>
<p><strong><span data-contrast="auto">Candidate Data Privacy: </span></strong><span data-contrast="auto">By submitting your application, you understand and agree that your personal data will be processed in accordance with our </span><a href="https://lucidmotors.com/media/document/candidate-privacy-notice.pdf"><span data-contrast="none"><span data-ccp-charstyle="Hyperlink">