Senior Associate, Program Incubation

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 ideal candidate is someone who is obsessed with customer experience and understands what it means to go above and beyond as an advocate for the Lyft community. Your customer base will primarily be Livery Drivers consisting of Fleet Owners, Fleet Managers and Owner Operators. Other areas of support may consist of drivers who volunteer to use our advertisement devices inside their vehicle that enhance the customer experience through Lyft Media. 

We are looking for a candidate who is able to be calm in the face of a storm, caring and compassionate, and have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across phone, email and chat. You should demonstrate an expert-level understanding of egregious or unique circumstances, clear communication, and will use your specialized skill set to resolve support interactions with the goal of helping to mitigate the negative impact for customers through thoughtful and useful feedback. 

Responsibilities:

• Create an exceptional, personalized service experience for Lyft users
• Provide friendly, timely support via phone, chat and email
• Troubleshoot user problems with the Lyft app or devices
• Pilot new initiatives and experiments prior to launch
• Work a range of cases in terms of complexity and issue type
• Document all support contacts in a CRM system
• Make recommendations based on feature requests and bugs reported by users
• Provide feedback to Support Operations and Product teams on the customer and agent experience
• Identify and document issues and potential blockers preventing scalable solutions
• Be a community advocate for Lyft
• Trusted by peers and cross-functional partners to do what it takes to meet the needs of our customer
• Contributes to an inclusive environment, supporting team members
• Promotes collaboration, values diverse viewpoints
• Step in when needed to assist Peers
• Do what is right and not afraid to challenge the status quo
• Utilize all tools available and proactively seeks out other ways to solve when lacking information
• Remain cognizant of Lyft’s vision when making decisions that impact the bottom line
• Think critically about tasks/projects and how to define and optimize for the best outcome
• Utilize root cause analysis to solve customer issues
• Acts as Subject Matter Expert to help and drive outcomes in LOB

Experience:

• Flexible schedule, willing to work weekdays and weekends. 
• 2­+ years experience in customer service or call center 
• Computer proficiency required
• Friendly and enthusiastic, social personality
• Dependable and punctual with time management skills
• Strong writing skills and impeccable attention to detail
• Demonstrate 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, often in unprecedented situations
• Ability to quickly learn web­-based user support applications
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
• High level of comfort and familiarity with smartphone applications (iPhone and Android)
• Maintain high levels of confidentiality while performing account reviews, and comprehensively document research and decisions through written reports
• Identify potential risks, mediate, and defuse situations

Benefits:

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

Lyft is an equal opportunity/affirmative action 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 pro