Social Support Associate, Customer Care Operations

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

You will be Lyft support’s voice on all social media channels, fielding questions and resolving issues from passengers and drivers in real-time.  As an active representative of Lyft, you will strengthen our community by providing a helpful, effortless and trusted support experience.

The ideal candidate is a confident and clear communicator who consistently and thoughtfully represents Lyft support and Lyft’s brand across all channels to fully resolve our customers needs. They handle sensitive situations with good judgment, resolving issues with empathy and precision. They understand that trust is built one interaction at a time and take real pride in creating a smooth experience for our entire community.

They are highly organized and self-motivated, understanding when to resolve issues independently and when to escalate them. They work well with cross functional partners to ensure Lyft's support & brand voice remains unified. Most importantly, they are reliable, detail-oriented, and dedicated to delivering excellent service to our customers.

Responsibilities:

• Triage problems from our community and own issue resolution, escalating to designated team(s) only when necessary
• Be Lyft’s support voice on social media and other digital channels and exercise impeccable judgment as Lyft's support representative 
• Proactively solve issues and foster trust with our beloved customers
• Create a personalized, positive and effortless experience for the Lyft community
• Work cross-functionally with Product, Marketing, and other teams to ensure a cohesive voice of support
• Be a community advocate for Lyft
• Willingness to work a wide range of hours and weekends

Experience:

• 1+ years of experience in customer service or sales mandatory
• 1+ years of experience with social media or communications is a plus! 
• Captivating written communication skills and fastidious attention to detail
• Emotional intelligence in spades and experience dealing with people 
• Strong work ethic and proactive nature
• Keen ability to work independently as well as with a team
• Ownership mindset and resolve to follow-through
• Ample time management skills - able to work independently through ambiguity.  

Please submit your resume in English.