Associate, Emerging Business Support

At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

The Emerging Business team provides white glove support to a variety of customers. However, In this role, you will be primarily focused on supporting riders and drivers involved in a healthcare ride, and solving escalations directly from our healthcare partners. In every interaction, you will leverage the Lyft platform to meet the transportation needs for all users of our platform, providing customized resolutions to create win/win solutions.

As an Associate for Emerging Business Support, you’ll be responsible for providing Enterprise grade customer support to Lyft Business customers via an omnichannel experience.

You’ll leverage our existing support program to deliver quality resolutions for small, large, and strategic customers alike. You’ll develop expertise in Lyft Business’s complete product suite and become an expert in explaining product features to new customers. You’ll own each resolution from start to finish, ensuring that the customer feels heard and cared for throughout. And your efforts will reliably meet/exceed efficiency and customer satisfaction metrics. 

Most importantly, your tenacity, positive outlook, self-awareness, and determination to make it happen will buoy everyone around you. You are organized and a resourceful problem-solver who thrives as both a teammate and an individual contributor!

In short, you’ll be the face and voice for all healthcare rides and strive to provide the best-in-class customer experience.

Responsibilities

• Be the first point of contact for Riders, Driver’s and Partners, contacting Lyft regarding healthcare rides 
• Create an exceptional, personalized service experience for Lyft customers
• Be a calm and empathetic voice in critical and emotional situations
• Provide friendly, timely support to Lyft drivers, partners, and passengers via phone, chat and email
• Meet/exceed efficiency and customer satisfaction KPIs
• Teach and learn from your peers and colleagues to maximize everyone’s contribution
• Provide feedback to xfn stakeholders on process or product improvements

Experience & skills

• Minimum one (1) year of experience working in a directly customer-facing role via written, chat, and/or phone channels
• Experience working in a fast-paced environment, while also being efficient with their time, and detail oriented
• You truly care about Lyft’s mission, and the happiness and success of the customer
• Impeccable communication skills… Your communication style conveys empathy and complex instructions warmly, succinctly, and with flawless spelling and grammar
• A zest for problem-solving… You enjoy applying your own knowledge and inquisitiveness towards helping others by actively listening, asking thoughtful questions, and methodically working towards a solution
• Focus on teamwork… You work exceptionally well with others, building relationships that sustain a fun and productive work culture and seizing opportunities to teach and learn from your peers
• Analytical curiosity and a commitment to improve… You naturally synthesize inputs from individual customer issues to identify trends
• A willingness to work a flexible schedule, which may include, mornings, nights, weekends, and holidays
• [Nice to have] Experience working within Zendesk (ticketing) and Intercom (live chat), or comparable platforms

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role is fully remote in Nevada, candidates for this role must be based in the state of Nevada. #remote

The expected hourly range of pay for this position in the Nevada area is $17.09 - $20.11. Hourly ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.