Associate, Lyft Business Support

The Lyft Business team helps organizations leverage the Lyft platform to meet the transportation needs of the people they care about -- from employees and customers to students, commuters, and patients -- in a whole new way. Lyft Business Support is dedicated to treating these organizations and their riders better.

As an Engagement Associate for Lyft Business Support, you’ll be responsible for providing Enterprise grade customer support to Lyft Business customers via Email and Live Chat.

You’ll leverage our existing support program to deliver quality resolutions for small, large, and strategic customers alike. You’ll develop expertise in Lyft Business’s complete product suite and embrace everything from working with our Specialists to escalating bug resolutions to explaining a complex product to new customers. You’ll own each resolution from start to finish, ensuring that the customer feels heard and cared for throughout. And your efforts will reliably meet/exceed efficiency and customer satisfaction metrics. 

You’ll also leverage this frontline experience to strengthen Lyft Business’s overall value proposition. You’ll spot trends, summarize feature or resolution gaps, and escalate production bugs, providing all the information and guidance needed for internal stakeholders to quickly assess and solve these issues.

Most importantly, your tenacity, positive outlook, self-awareness, and determination to make it happen will buoy everyone around you. You are organized and a resourceful problem solver who thrives as both a teammate and an individual contributor!

In short, you’ll be the face and voice of Lyft Business’s best-in-class customer experience.

Responsibilities:

• Own individual customer resolutions from start to finish in Zendesk (email tickets) and Intercom (live chat) by:
• sharing your expert knowledge of the Lyft Business product suite
• evaluating, troubleshooting, and resolving technical, product, and account issues
• responding quickly and providing timely updates to minimize customer anxiety 
• communicating clearly, succinctly, and empathetically in writing and by phone
• advocating with internal stakeholders to ensure quick and complete resolutions
• managing multiple outstanding issues simultaneously without missing a beat
• Meet/exceed efficiency and customer satisfaction KPIs
• Document and provide context behind recurring customer and internal stakeholders questions/issues in order to improve product and program quality
• Teach and learn from your peers and colleagues to maximize everyone’s contribution
• Work the AM shift to provide coverage to our east coast customers starting at 7AM EST

Experience:

• A minimum one (1) year of experience… working in a directly customer-facing role via written, chat, and/or phone channels
• Customer-first attitude… You truly care about the happiness and success of the customer
• Impeccable communication skills… Your communication style conveys empathy and complex instructions warmly, succinctly, and with flawless spelling and grammar
• A zest for problem-solving… You enjoy applying your own knowledge and inquisitiveness towards helping others by actively listening, asking smart questions, and methodically working towards a solution
• Focus on teamwork… You work exceptionally well with others, building relationships that sustain a fun and productive work culture and seizing opportunities to teach and learn from your peers
• Analytical curiosity and a commitment to improve… You naturally synthesize inputs from individual customer issues to identify trends
• Platform know-how… Experience working within Zendesk (ticketing) and Intercom (live chat), or comparable platforms

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 workplace that fosters belonging. 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, age, genetic information,