The opportunity
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.
What you'll do
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.
What they're looking for
- 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.
- + years experience in customer support
