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.
Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.
The Support Escalations Team Coach is responsible for driving strong outcomes for our customers via ensuring our customer facing teams within Support Escalations are achieving their goals. They’re a partner to the Team Lead, providing ongoing coaching, data analysis, project support, and daily ‘floor leader’ responsibilities. This work includes acting as a subject/process expert in training, quality, the work their team does day to day, and supervising operations.
The Team Coach is an expert within a team or channel. This role will be a resource for their line of business on their shift by answering associate questions, handling escalations, and sharing updates. The Team Coach will proactively identify opportunities for continuous operational improvement through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these learnings, they’ll work with their Team Lead and cross-functional partners to implement short and long term solutions to improve overall outcomes for our customers.
The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community. This candidate is caring and compassionate, and able to have a strong sense of empathy in difficult situations. They’re focused and organized in an incredibly fast-paced work environment, able to work through ambiguity, and adept at root cause analysis and continuous improvement.
Responsibilities:
- Identify gaps in associate content and process creation and improvement - working with content teams and support services as needed to make changes or updates to content.
- Participate in closed loop processes to validate and prioritize feedback from multiple sources such as Compass feedback, quality calibrations, etc
- Attend quality calibrations and complete agent audits
- Perform quality reviews/audits to identify opportunities for process improvement and/or performance opportunities that drive right resolve and experience for customers
- Assist in the development and presentation of Weekly/Monthly/Quarterly Business Reviews
- Responsible for change management for process and operational changes to teams as needed
- Supervise daily team operations
- Act as a subject-matter expert in and identify training needs, training creation, and/or partner with training as SMEs as needed
- Support the Support Escalations team and Leadership by coordinating closely with in-house Safety, Customer Experience, Communications, Press, and Legal teams to respond to internal and external stakeholders around escalations as needed
- Expert on team available over Slack and on the floor for their team during their shift to help deliver best in class service
- Assist in onboarding new associates in Support Escalations culture and outcomes
- Coaching on customer experience
- Execute NPS program calling detractors and promoters
- Responsible for interval service level and maintaining associate engagement in delivering timely support
- Proactively identifies operational improvements
- Responsible for maintaining team knowledge base
- Proactively communicate releases and team updates
- Consistently produces actionable, error-free work
- Available and present for their team during their shift to help deliver best in class service for our team and our customers
- Support the growth and development of the Support Escalations team through active engagement in the onboarding and training process
- Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and associates
- Deliver an exceptional, personalized service experience for Lyft users, through all channels that our Support Escalations team covers (phone, email, chat, etc.)
- Provide friendly, timely support to escalated Lyft drivers and riders via phone, chat and email
- Conduct quality audits and have side-by-sides with associates
- Analyze data and proactively identify operational improvements
Experience:
- 1+ years experience in customer support or related field
- Flexible schedule, willing to work off hours and weekends
- Comfortable working in GSuite
- Experience in JIRA and Tableau is a plus!
- Proficient in critical workflows and processes with ability to act as a subject matter expert
- Excellent organization skills, time management skills, and the ability to prioritize tasks to meet business needs
- Clear and concise written communication skills
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty
- Commitment to quality, accuracy, and consistency
- Strong presentation skills
- Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our associates and cross functional partners
- Friendly and enthusiastic, social personality
- Demonstrates 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
- Ability to quickly learn web-based user support applications
- High level of comfort and familiarity with smartphone applications (iPhone and Android)
This role will be in-office on a hybrid schedule if an established Lyft Location is available to the Mexico City region — Hybrid 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
Please submit your resume in English.
