Overnight Team Lead, Social Media

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.

The Social Media, Overnight Team Lead is responsible for driving exceptional outcomes for our customers by ensuring that our social media overnight team is consistently achieving their goals. They lead and manage their team, providing strategic direction, ongoing coaching, data analysis, project management, and overseeing daily operations. This role includes leading, supervising, presenting, cross functional work, communication, and more. 

The Team Lead is a strong leader and figurehead for their team. They are a key resource for the overnight team. They handle escalations, answer associate questions, and share critical updates. The Team Lead proactively identifies opportunities for continuous operational improvement through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these insights, they collaborate with cross-functional partners and dayside team leads to implement both short-term and long-term solutions to enhance overall customer outcomes. They are also willing to flex into certain dayside meetings in order to present out findings and insight to senior management. 

The ideal candidate is passionate about leadership and driving results and improvement on their team. They are empathetic, compassionate, and capable of leading in a fast paced, ambiguous environment. The candidate is highly organized, focused, and thrives in a fast-paced work environment. They excel in navigating ambiguity and are exceptional at root cause analysis, continuous improvement, clear communication, flexibility, leadership, and team building. 

Responsibilities:

• Lead shoulder to shoulder to deliver outstanding results, driving shared outcomes measured through key performance indicators such as SLA, CSAT, TAR, QAR scores, and beyond.
• Lead a team of associates to provide a world-class customer experience by offering continuous support, coaching, development, and mentorship in a dynamic and fast-paced environment and foster a culture of excellence and growth.
• Take proactive ownership of the customer experience across various social media platforms, ensuring that customer interactions are handled with the highest level of care and professionalism.
• Continuously evaluate and refine best practices and processes within the team to ensure consistent and exceptional customer experiences. Implement innovative solutions to improve efficiency and effectiveness.
• Understand and optimize operational efficiencies by benchmarking industry best practices, analyzing data and processes, identifying areas for improvement, and implementing changes to enhance customer obsession and satisfaction.
• Take ownership of the associate experience by regularly assessing and measuring behaviors that drive positive outcomes. Encourage the development of individual skills, knowledge, and understanding of their roles, fostering a supportive and growth-oriented environment.
• Maintain a visible and active leadership presence by engaging in day-to-day team activities, holding team members accountable, and collaborating with the Lyft Leadership Team. Lead by example and inspire confidence and trust within the team.
• Work closely with other Specialized Support team leaders to enhance both internal and external customer experiences. Share insights and strategies to drive continuous improvement across the organization.
• Analyze team performance data to identify trends, insights, and opportunities for improvement. Effectively communicate and present this data to senior leadership, telling a compelling story that highlights successes and areas for growth.
• Hours: This team operates from 9pm-6am Mon-Sun.  Coverage will vary through these hours of operation, in addition to occasion daytime meetings with the wider organization. 

Experience:

• 3+ years experience in customer support
• 1+ year experience in a leadership position
• Ability to build relationships with cross functional stakeholders and drive shared outcomes
• Customer obsessed with a track record for going above and beyond for the customer
• Ability to lead in a fast­-paced environment subject to rapid change and ambiguity
• Relevant technology, social media, and customer care experience.
• Strong written and verbal communication skills.
• Problem solving, Decision making, and Time management skills are a must. 
• Experience with process improvement and excellence is a plus!

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• Famil