Customer Care Lead
INEOS Automotive - Built For More
Story so far
Since we started our journey to build a no nonsense 4X4, we've come a long way. We've established INEOS Automotive as a serious contender in 4X4 development and manufacturing. We've partnered with some of the biggest names in the automotive industry. We've made our way from vision to prototype. We've secured a world-class production facility and delivery team. We've delivered Grenadiers to customers all around the world. We're building our double cab pick up, the Quartermaster.
People and Culture
Easy never changed anything. Not in manufacturing, science, engineering or energy - and certainly not elite sport. At INEOS we tackle every challenge head-on, and we help extraordinary athletes achieve extraordinary things. When it comes to making positive change, we know nothing gets done without grit, rigor and humor. Our Automotive team consist of around 1500 employees, 10 locations and 44 nationalities, we're an international team working together to challenge the ordinary.
If this sounds like you, let's talk.
Role Purpose
INEOS Automotive Americas seeks a highly capable Customer Care Lead to own escalated customer matters across the Americas. As the Customer Care Lead, you are the ultimate guardian of the INEOS brand promise. You will manage the most critical customer touchpoints, turning complex challenges and vehicle escalations into opportunities for lifelong customer loyalty. You will bridge the gap between our owners, our retail partners, and our technical teams to ensure the INEOS ownership experience is as robust as the vehicle itself. This position involves frequent direct customer engagement and close coordination with corporate teams, legal, and dealer partners to deliver timely, compliant, and brand-aligned outcomes. The ideal candidate brings sound judgment, strong communication skills, resilience under pressure, and a proactive, continuous-improvement mindset.
Key Responsibilities
- Ownership: Lead the resolution of owner escalations with a "fix it once, fix it right" mentality
- Brand Recovery: Direct engagement with owners to de-escalate consumer concerns, restoring confidence through authentic, transparent communication
- Risk Mitigation: Serve as the primary lead for consumer concerns ensuring rapid, coordinated responses
- End-to-End Execution: Manage the Lemon Law and voluntary buyback process, coordinating with Retailer and Field teams to ensure compliance while minimizing financial exposure
- Documentation Excellence: Audit repair orders and sales disclosures to identify gaps in retailer service performance that lead to buyback risks
- Internal Liaison: Act as the critical link between the Call Center, Field Teams, Legal, and Retailers
- Retail Partner Synergy: Work closely with our specialized Retailer network to standardize escalation protocols and ensure a premium "hand-off" experience
- Root Cause Analysis: Analyze customer feedback, surveys, and escalation trends
- Executive Briefing: Prepare concise "Pulse of the Customer" reports for North American leadership
Qualifications
- Education: Bachelor's degree or higher preferred
- Experience: 7+ years in high-stakes Customer Experience or Service Operations. Direct experience with Automotive OEMs is highly preferred
- Technical Aptitude: Comfort discussing vehicle systems and repair processes
- Regulatory Knowledge: Deep understanding of North American Lemon Laws, Magnuson-Moss Warranty Act, and automotive compliance
- "INEOS Fit": A proactive, "hand-on-tools" approach. You thrive in a start-up environment where processes are being built in real-time
- Emotional Intelligence: The ability to remain calm and empathetic
- Strategic Discretion: Knowing when to follow the policy and when to "break glass" to do the right thing for the customer
- Influencing Skills: Ability to drive results through dealer partners and internal teams without direct vertical authority
If the role sounds of interest and you want to learn more please apply.
If your application is successful one of the team will be in touch to arrange an initial conversation!