Sr. B2B Fleet Guide

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.

Customer Service is at the forefront of how we create intuitive, innovative, and memorable moments that our customers will love. This role requires a high level of energy, initiative, and deep understanding of a B2B Fleet customer's journey.

As a B2B Fleet Guide, you will work with both large and small fleet customers from moment of order to moment of delivery. This position has a direct impact on experience as fleet owners prepare to take ownership of their new vehicles. To be successful in this role, you must have a customer‑first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a positive mind‑set and in a timely manner.

We’re looking for someone who is excited to take every opportunity to over deliver when it comes to delighting and interacting with our B2B Fleet customers.

Day‑to‑day responsibilities will include tracking and supporting the progression of your customers through transactions to prepare for delivery. You will leverage our CRM system along with our project tracking tools to guide your customers through order creation, profile completion, compliance of state and country‑specific requirements, and partnering with Rivian field team resources to schedule deliveries based on the unique needs of each customer’s fleet.

• Supervise and oversee a pipeline of both large and small fleet customers while maintaining a precise and streamlined transaction and delivery process
• Provide exceptional quality of service during every interaction with our customers, while paying close attention to sentiment
• Proactively support the customer throughout the transaction process, including but not limited to financing, insurance, delivery details, and scheduling delivery
• Anticipate potential customer issues or challenges and take proactive measures to address them
• Delivery scheduling and partnering with Field Delivery teams
• Build rapport and learn how to support each B2B customer, meeting their needs and ensuring they are set up for success for all current and future orders
• Track and complete all tasks on behalf of assigned customers to provide an exceptional purchase within SLA timeframe to meet daily, weekly, monthly, and quarterly delivery targets
• Collaborate with multiple cross‑functional teams to validate vehicle, customer, and deal readiness
• Work with registration partners to stay up to date on state and country‑specific registration and compliance changes to effectively communicate registration needs to customers
• Utilize effective de‑escalation techniques to diffuse tense or difficult customer interactions
• Document information and guarantee data integrity in our CRM and alternate platforms
• Fulfill additional assignments and responsibilities as instructed by the leadership team

• 2+ years’ experience in customer service or hospitality experience at a top tier, premium brand (auto or EV a plus). B2B customer experience preferred
• High School Diploma or GED required
• Must be at least 21 years of age
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations
• Working knowledge with computers and software including Google and Microsoft Programs with the ability to effectively navigate internal business platforms
• Proficiency in utilizing Salesforce CRM to manage customer interactions and data.
• Adaptable to a fast‑paced and constantly changing environment
• Ability to multitask and prioritize tasks based on level of importance and urgency
• Ability to work autonomously and consistently with limited…