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Associate, Elite Driver Success
About the position
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. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and able to have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across chat, email and phone.
Responsibilities
- Create a personalized, positive and effortless experience for the Lyft community
- Provide friendly, timely support to Lyft drivers via chat, email and phone
- Troubleshoot user problems with the Lyft app
- Document all support contacts in a CRM system
- Make recommendations based on feature requests and bugs reported by users
- Be a community advocate for Lyft
Requirements
- 1+ years experience in customer service, required.
- 1+ years experience in call center a plus, but not mandatory
- Computer proficiency required
- Friendly and enthusiastic, social personality
- Dependable and punctual with time management skills
- Strong writing skills and impeccable attention to detail
- Demonstrates 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
- Ability to quickly learn web-based user support applications
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty
- Keen ability to work independently and in a team
- High level of comfort and familiarity with smartphone applications (iPhone and Android)
- Willingness to work a range of hours, weekends and holidays
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
