Customer Support Guide - French speaking

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

Customer Engagement is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love. In this position, you will be on the front lines providing support for our customers and educating the Rivian community on our continuously growing products and services. You will be a leader in driving our customer service philosophy of Creating Community Forever by being Human, Helpful and Going the Extra Mile and will have an active role in fostering our Rivian culture. Your day-to-day responsibilities will include communicating with our customers by phone, email and chat. We’re looking for someone who loves people and is excited to take every opportunity to overdeliver when it comes to delighting and interacting with our community.

Responsibilities

• You will act as a Rivian brand and product specialist, evangelizing the mission and product vision that sets us apart.
• Act as the first line of support for fans, friends, and Rivian owners through their respective journeys with our brand supporting them via inbound and outbound phone calls as well as chat, email and any other communication channel that we might open in the future.
• You will receive ample training but will also be required to explore and learn independently. Curiosity is a core value at Rivian.
• This is a shift-based position, there are currently two shifts, 14:00-22:00 and 22:00-06:00.
• Support Customer Service team efforts to build meaningful engagement with the Rivian community.
• We are introducing products that challenge what people believe to be possible.
• This requires us to break down complex ideas into something easy to understand and fun to read.
• Think strategically. Understand how to interpret analytics.
• Pay close attention to sentiment.

Qualifications

• Fluent in written and spoken English and French
• 3-5 years’ experience providing outstanding customer service
• 1-year experience in a call center environment preferred but not required
• Experience using CRM (ex. Salesforce)
• Ability to multi-task while providing exceptional quality of work
• Excellent written and verbal language skills
• Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines
• Ability to multi-task and navigate multiple, different work streams and tools
• Willing and able to work 5 days a week from the office.