The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community, as you pilot new initiatives and programs. You must be calm in the face of a storm, caring and compassionate, and able to have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across phone, email and chat. You should demonstrate an expert-level understanding of egregious or unique circumstances, clear communication, and will use your specialized skill set to review support interactions with the goal of helping to mitigate the negative impact for customers through thoughtful and useful feedback.
Responsibilities:
- Create an exceptional, personalized service experience for Lyft users
- Provide friendly, timely support to Lyft drivers and passengers via phone, chat and email
- Troubleshoot user problems with the Lyft app
- Pilot new initiatives and experiments prior to launch
- Work a range of cases in terms of complexity and issue type
- Document all support contacts in a CRM system
- Make recommendations based on feature requests and bugs reported by users
- Provide feedback to Support Operations and Product teams on the resolution process
- Identify and document Issues and other potential blockers preventing scalable solutions
- Be a community advocate for Lyft
Experience:
- Flexible schedule, willing to work off hours and weekends. We place Associates in morning, afternoon and overnight shifts.
- 2+ years experience in customer service or call center
- Computer proficiency required
- Friendly and enthusiastic, social personality
- Dependable and punctual with time management skills
- Strong writing skills and impeccable attention to detail
- Demonstrate empathy and the ability to take initiative on doing the right thing for the customer
- Advanced problem-solving skills with the ability to think creatively to resolve difficult situations, often in unprecedented situations
- Ability to quickly learn web-based user support applications
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty
- High level of comfort and familiarity with smartphone applications (iPhone and Android)
- Maintain high levels of confidentiality while performing account reviews, and comprehensively document research and decisions through written reports
- Identify potential risks, mediate, and defuse situations
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. #Hybrid
The expected base pay range for this position in the Nashville area is $19.84 - $24.80 hourly. 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.
