Associate, Customer Experience - Lyft

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.

As an Associate, your focus will be to provide support and seek final resolution when our customers dispute prior resolution. You are a tireless advocate for experiences impacting our Riders and Drivers to deliver on this promise through multiple channels, including phone, email, chat, SMS and others. We are looking for individuals that are passionate about providing an elevated customer experience to achieve final resolution and identify the root cause leading to escalation. 

The ideal candidate is a high-performing team member with cross-functional responsibilities and will play an integral role in driving retention, loyalty, and advocacy by an elevated experience to achieve final resolution for our Riders and Drivers. This person is customer-obsessed with an eye for detail, comfortable with navigating complex issues that do not have a clear path to resolution and thrives in the gray area. This person should be confident handling issues that arise across the Rider and Driver experience.

Responsibilities:

• Create an exceptional, personalized service experience for Lyft users to build personal accountability for customer experience via multiple support channels including, phone, email, SMS and/or any future methods of communication
• Provide friendly, timely support to Lyft drivers and passengers via multiple channels (including phone, email, chat, etc.) 
• Identify root cause of issues and deliver full resolutions while communicating with the customer
• Identify opportunities to improve key interactions and turn customer insights into actionable experience changes
• Highlight crucial feedback and areas to improve across all teams impacting the customer experience to influence future business decisions..
• Collaborate with peers and leaders to evaluate and develop solutions and ensure an exceptional and seamless experience for our customers

Experience:

• 1+ years experience in customer service 
• Flexible schedule, willing to work off­ hours and weekends
• Active participant in Lyft's culture; enthusiasm about Lyft and aligned with Lyft’s core values
• You are confident in decision-making, providing concise, clear, direct communication with a proven ability to navigate difficult messages, clear up ambiguity, and hold accountability tactfully
• Commitment to excellence and focus on customer experience
• Desire to identify and fully resolve root cause
• Strong ability to work with full autonomy and little direct oversight
• Proven ability to demonstrate subject matter expertise through problem resolution, while maintaining composure in critical situations and clearly communicating with both internal and external customers at all levels
• Desire to learn and expand knowledge base
• Proven ability to successfully manage, resolve and improve complex issues with high efficiency and providing superior customer experiences
• Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations with a proven record of follow-through on assigned tasks
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty

Benefits:

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

Lyft is an equal opportunity 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, Wednesdays, and Thursdays. 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 $16.62 - $20.77. 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.

Last updated: 4 hours ago