Team Lead, LUS Customer Advocacy Actions

At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Lyft is committed to building transportation that empowers people to move around their neighborhood and city without owning a car. Specifically, our goal for solving last mile mobility is to lay the foundation for winning on bikes and scooters.

The LUS Team Lead for our Customer Advocacy department is an expert on the end to end experience of scooter & bike riders, driving outcomes on behalf of our customers through knowledge sharing and driving deeper integration within an organization. You will lead and mentor a team of associates and senior associates fielding customer support inquiries from Lyft riders through multiple channels. The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community and leading a team to drive results.

Responsibilities:

• Delivers best in class customer experience to Lyft riders through a focus on experience based metrics, including but not limited to Customer Resolve, Service Level, and Quality Assurance.
• Understands and coaches to behaviors that drive outcomes to the overall business. 
• Grooms and develops talent, owning team engagement and the connection to customer resolve. Asks the right questions and seeks to understand. 
• Influences and makes decisions and drives team performance and behaviors that impact outcomes. Is able to understand, anticipate and react to customer sentiment.
• Works effectively in a team through sharing success, checking for understanding and impact of success across, driving shared outcomes and sharing best practices.
• Embraces challenges, learns from feedback, inspired by and celebrates others success, persists despite obstacles.
• Gets intimately involved in data of your process, can identify issues and trends and provides proactive recommendations and levers available to resolve, rooted in data and customer obsession.  
• Drives process excellence through empowering and managing team while delivering expected outcomes.

Experience:

• Bachelor’s degree or equivalent
• 3+ years experience in customer support
• 2+ years experience leading others and coaching
• Ability to build relationships with cross functional stakeholders and drive shared outcomes
• Customer obsessed with track record for going above and beyond for the customer
• Ability to lead in a fast-paced environment subject to rapid change and ambiguity
• Relevant start-up, technology, and customer care experience
• Experience with process excellence and social media support a plus!

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

Lyft is an equal opportunity 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 prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $61,340 - $76,760. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.