Senior Specialist, Lyft Business Support

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 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 a Senior Specialist, you’ll be the Lyft Business team’s go-to person for escalated, complex, or high-priority customer support requests. 

You’ll be a leader within CEA’s existing support program to support the team in delivering quality resolutions for small, large, and strategic customers alike. You’ll develop expertise in Lyft Business’s complete product suite and embrace working with technical and non-technical audiences, from driving bug resolutions with our internal engineers to explaining a complex product to new customers. You’ll own the highest level of escalations from start to finish with minimal guidance, ensuring that the customer feels heard and cared for throughout and that all relevant stakeholders are looped in at every step of the way. You’ll own key metrics and other KPIs, maintain and suggest improvements relating to Quality and run coaching sessions and provide mentorship to Associates and Specialists. 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 drive internal knowledge gain and process improvements through mentorship, thoughtful analysis, and documentation. You will have a strategic role in identifying process improvements through mentorship, providing thoughtful analysis to cross-functional leaders, and upholding high standards for Lyft documentation. You’ll embody the voice of the customer and the voice of our team in order to influence product development and customer enablement strategies. And you’ll support CEA’s Engagement Leads by proposing, consulting on, and helping to implement deliverables and process improvements. 

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

• 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
• Drive improvements in our support processes, systems, and technologies to increase productivity and business process excellence
• Create and maintain Lyft Business support workflows in multiple external/internal tools including writing support content and process documentation
• Work on project teams to ensure service delivery teams perspectives are represented and agents are ready to use new tools and respond to questions about new features and/or policies
• Use qualitative and quantitative data to understand and suggest solutions to drive business improvements
• Understand agent quality systems and standards to suggest and influence improvements in quality systems, coaching, and/or trainings 
• Manage time efficiently deliver on multiple tasks of varying priority each sprint
• Be able to understand, speak to, and represent the business needs of the team in varying audiences with cross functional stakeholders 
• Be able to translate complex concepts, systems, and ideas to easily accessible formats for various audiences (ie. agent and user facing copy, operational business requirements documentation, etc)
• Be able to think end-to-end about solutions and new processes/products to capture and plan for ‘what ifs?’ and/or concurrent work streams that also affect the future of the business

Experience & skills

• A minimum two (2) years 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 to