At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.
Lyft is seeking a Manager of Support Quality to join our Safety and Customer Care team.
As the Quality Manager, you will lead a team of Program Leads dedicated to enhancing our customer experience through a data-driven, customer-obsessed approach. You’ll collaborate closely with Operations partners to improve agent performance, ensuring they have the insights and tools needed to succeed. Your passion for data will guide your decisions, helping you uncover actionable insights and drive continuous improvements. You will relentlessly seek out opportunities to improve processes, ensuring that our customers receive the highest level of support. By leveraging data and insights, you will empower teams to take actionable steps towards improving performance and driving impactful results. You’ll also leverage AI technologies to scale quality coverage, boosting efficiency and consistency across the board. With your creative problem-solving skills, you'll ensure that processes never stand in the way of delivering exceptional customer service. If you're eager to make a significant impact through data, AI, and strategic collaboration, we'd love to talk to you.
Responsibilities:
- Oversee a global team of QA analysts and program leads to monitor, assess, and improve the quality of customer support interactions, ensuring a consistent and high-standard experience for customers.
- Create, update, and enforce quality assurance guidelines and metrics tailored to the unique needs of the rideshare industry, ensuring that support agents deliver accurate and timely solutions.
- Promote a customer-first mindset within the team by continuously driving improvements that align with customer needs, enhancing the overall customer experience in the rideshare industry.
- Regularly audit calls, chats, and emails to evaluate agent performance. Provide feedback to agents and supervisors to drive continuous improvement and align with quality goals.
- Lead initiatives to incorporate AI and automation into quality monitoring and customer support workflows, improving scalability and consistency in quality assessments and agent responses.
- Utilize performance data, customer feedback, and AI-driven tools to identify trends and opportunities for improvement in agent interactions. Ensure AI-driven solutions are integrated into workflows to scale and enhance support coverage.
- Provide regular coaching sessions based on QA evaluations, enabling agents to improve their communication, problem-solving skills, and adherence to processes.
- Implement mechanisms to collect and analyze customer feedback post-support interaction. Use this feedback to refine quality standards and processes, driving improvements in the customer journey
Experience:
- 3-5+ years of experience in quality assurance or customer support, preferably in a call center or high-volume customer service environment.
- 2+ years of experience in a leadership role, managing QA teams or programs
- Proven experience developing and implementing quality standards, metrics, and procedures to improve customer support performance.
- Familiarity with QA tools and methodologies for monitoring agent performance and assessing customer satisfaction.
- Strong analytical skills with experience using data to make informed decisions and drive performance improvements.
- Proficiency with tools like Excel, Google Sheets, or BI platforms (e.g., Tableau, Power BI) to analyze and report on KPIs.
- Experience using AI tools and automation to improve QA processes or scale quality initiatives is a strong plus.
- Experience collaborating with cross-functional teams (Operations, Training, Product) to improve agent performance and service quality.
- Excellent verbal and written communication skills to present data insights, quality initiatives, and feedback clearly and persuasively.
- Understanding of AI-driven support solutions and how they can enhance quality coverage and efficiency.
- Proficiency with call center tools and QA software for monitoring performance and evaluating support metrics.
Benefits:
- Great medical, dental, and vision insurance options
- Mental health benefits
- Family building 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 will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.
The expected base pay range for this position in the Nashville area is $85,280-106,600. Salary 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.
