Customer Support • Lead

Who you are

You are a strong leader with a passion for driving results and improvement within your team. You excel in navigating fast-paced and ambiguous environments, demonstrating empathy and compassion towards your team members. Your organizational skills are top-notch, allowing you to manage multiple priorities effectively. You have experience in leading teams and are comfortable handling escalations while providing ongoing coaching and support. You thrive on data analysis and project management, using insights to enhance customer outcomes.

You are proactive in identifying opportunities for continuous operational improvement through root cause analysis and collaboration with cross-functional partners. Your ability to communicate effectively with both your team and peers makes you a key resource in the organization. You are willing to adapt your schedule to meet the needs of your associates and partners, demonstrating your commitment to their success.

What you'll do

As the Support Escalations Team Lead at Lyft, you will be responsible for driving exceptional outcomes for customers by ensuring your team consistently achieves their goals. You will lead and manage your team, providing strategic direction and ongoing coaching to enhance their performance. Your role will involve overseeing daily operations, handling escalations, and answering associate questions while sharing critical updates with your team.

You will proactively identify opportunities for operational improvement through deep dives into tickets and data analysis. By shadowing interactions and collaborating with cross-functional partners, you will implement both short-term and long-term solutions to enhance overall customer outcomes. Your leadership will be crucial in fostering a supportive environment where team members feel empowered to thrive.

What we offer

At Lyft, we cultivate a work environment where all team members belong and have the opportunity to thrive. We offer competitive compensation, including a base pay range of $72,160 - $90,200, not inclusive of potential equity offerings, bonuses, or benefits. Your recruiter can provide more information about the salary range specific to your working location and other factors during the hiring process. Join us in making a difference in the lives of our customers and team members.