Community & Escalations Specialist

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. 

 At Rivian, our mission is simple: to keep the world adventurous forever. This mission fuels everything we do, from designing electric vehicles as fun as they are sustainable to creating experiences that inspire people to connect with the world around them. As part of this journey, our  Social Strategy & Media team plays a crucial role in the Brand Experience across digital spaces, with community engagement and customer support at the forefront of how we create intuitive, innovative, and beautiful moments online that our customers will love. 

As Community & Escalations Specialist, you will be on the digital front lines, providing support for our customers and educating the Rivian community on our continuously growing products and services, creating intuitive, innovative, and memorable connections that will encourage prospective customers, fans, and community members. You will be the embodiment of the brand for our followers, driving our customer service philosophy and playing an active role in fostering Rivian culture. Your day-to-day responsibilities will include communicating with our customers through social media channels, supporting customer service inquiries, and managing escalations. This role requires high positivity, patience, and a deep understanding of the customer journey, product knowledge, and social media behaviors. We’re looking for someone who loves both people and products and who is excited to take every opportunity to overdeliver when it comes to delighting and interacting with our community.

• Monitor and respond to critical escalations from social media platforms, collaborating with various teams to manage them.
• Engage with the community, moderate and manage inboxes across social media platforms and forums, foster meaningful interactions and provide customers with timely, accurate information.
• Craft detailed, easy-to-understand, and engaging responses that maintain a consistent brand voice and tone.
• Efficiently triage incidents with discretion and work with cross-functional teams to escalate, resolve, and close the loop with customers.
• Handle sensitive, high-priority incidents and manage executive requests using real-time problem-solving with minimal supervision.
• Proactively identify and address potential issues or negative sentiments online, collaborating with the marketing team to develop effective social media strategies.
• Communicate effectively with cybersecurity, communications, and legal teams to develop engagement strategies and escalation guidelines.
• Contribute to developing scalable playbooks, response libraries, and team workflows as our community continues to grow.
• Analyze social media engagement metrics and trends to stay informed on best practices and emerging themes within the community.
• Conduct research and generate social listening reports to influence strategies, drive product development, and provide storytelling insights.
• Drive continuous improvements to community engagement and customer support programs.
• Manage crises efficiently and strategically, continually evaluating the broader picture.

• Bachelor’s degree
• 3-5 years of experience working in a support, community, or escalations environment
• Experience using CRM (ex. Salesforce)
• Experience using JIRA preferred, with an affinity for intelligent work solutions 
• Excellent oral and written communication skills
• A collaborative spirit and positive attitude with expertise in relationship-building
• Ability to excel under pressure and high volume; expert multi-tasker
• Excellent organizational and time-management skills, with the ability to critically prioritize
• Deep understanding of social media platforms, community behaviors, and customer service social landscape
• Ability to operate effectively in ambiguity and a willingness to pivot as needed
• Strong problem-solving skills, with the ability to identify process inefficiencies and implement effective solutions
• Detail-oriented with a focus on accuracy and quality
• Experience with maintaining brand standards and best practices
• Ability to work with a variety of personality types and cultural backgrounds
• Curiosity and a willingness to learn independently
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act

Salary Range for Irvine & El Segundo, CA based applicants: $69,300 - $86,600 annually (Actual compensation will be determined based on experience, location and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26. Full Time Employee coverage is effective on the first day of employment. Part-Time employee coverage is effective the first of the month following 90 days of employment.

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 candidateaccommodations@rivian.com.

Candidate Data Privacy

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. 

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. 

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.  

Please note that we are currently not accepting applications from third party application services.