Team Coach, 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.

We are seeking a highly motivated and experienced Coach to join our Safety and Customer Care team! As an SCC Team Coach, you will play a pivotal role in supporting operations and driving our customer-facing teams to achieve their goals and deliver exceptional customer outcomes. You will partner closely with leadership within a customer-facing segment to provide daily agent and ticket monitoring, in-depth ticket and data analysis, and project and initiative support. The ideal candidate is a fast learner, able to quickly become a customer segment  subject matter expert, who has an eye for high-quality support and the skills to self-identify and drive improvements to policies, processes, and training that uplevel the agent and customer experience. 

The Team Coach is a critical resource for their line of business, highly knowledgeable in issue type, content, and policy and able to identify trends and turnkey into actionable opportunities. They are frontline obsessed, staying close to agent and customer data and experiences to pinpoint issues and drive continuous improvement in our operation for their team. The Coach regularly engages in root cause analysis, deep dives into tickets or data, and performs agent observations and shadowing. They work closely with Team Leads, Managers and cross-functional teams (including training, content, analytics) 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 has a strong sense of what best-in-class support looks and feels like for customers. 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. They’re curious, data-driven and able to think outside the box to drive innovative solutions at scale.

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. 
• Lead change management for process and operational changes that enhance the customer experience for the teams 
• Conduct quality audits, live ticket audits and side-by-sides with associates; proactively identifies operational improvements from quantitative and qualitative data
• Drive closed loop processes to validate and prioritize feedback from multiple sources such as team syncs, business reviews, ticket observations, Compass feedback, quality calibrations, etc
• Attend SCC 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; analyze data and proactively identify operational improvements
• Support and monitor daily team operations alongside leadership to drive results and OKRs
• Act as a subject matter expert in and identify training needs, training creation, and/or partner with training as SMEs as needed
• Support the growth and development of agents through active engagement in the onboarding and training process; assist in onboarding and continuous coaching of associates
• Serves as expert on team, readily available to support their team to help deliver best in class service; coordinates closely with leadership, peers and cross-functional teams to respond to internal and external stakeholders around escalations; occasional evening and weekend coverage
• Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and associates
• Models delivery of an exceptional, personalized service experience for Lyft users, through all channels (phone, email, chat, etc.) 

Experience & Skills

• 3+ years experience in customer support or related field
• Customer-centric and grounds approach in doing the right thing for the customer
• Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our associates and cross functional partners
• Strong data analysis skills; ability to use data to drive decisions and problem-solving
• Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
• Clear and concise written communication skills; strong presentation skills
• Excellent organization skills, time management skills, and the ability to prioritize tasks to meet business needs
• Commitment to quality, accuracy, and consistency
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty 
• Able to learn quickly and develop subject matter expert on customer segment/issues
• Experience in web-based user support applications; JIRA and Mode is a plus!

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 $50,180 - $62,730. 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