Customer Support • Lead

Who you are

You are an experienced leader with a passion for driving results and improvement within your team. You excel in managing and coaching team members, ensuring they consistently achieve their goals while fostering a supportive work environment. Your empathetic and compassionate nature allows you to connect with your team and understand their needs, making you a key resource for both associates and peers. You thrive in fast-paced, ambiguous environments and are highly organized, focused, and adaptable to changing circumstances.

You have a strong background in handling escalations and answering associate questions, providing critical updates to ensure smooth operations. Your ability to identify opportunities for continuous operational improvement through root cause analysis and data-driven insights sets you apart. You are willing to flex your schedule to support your team, demonstrating your commitment to their success and the overall mission of Lyft.

What you'll do

As the Support Escalations Team Lead, you will be responsible for driving exceptional outcomes for customers by leading and managing your team. You will provide strategic direction and ongoing coaching to ensure your team meets their goals. Your role will involve data analysis and project management, overseeing daily operations to enhance customer experiences. You will collaborate with cross-functional partners to implement both short-term and long-term solutions based on insights gathered from ticket analysis and team interactions.

You will handle escalations and ensure that your team is equipped to address customer concerns effectively. Your strong communication skills will be essential as you present findings and updates to stakeholders. You will proactively identify areas for improvement and work with your team to implement changes that enhance overall customer outcomes. Your leadership will be crucial in creating a culture of continuous improvement and operational excellence within the Support Escalations team.

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 salary range of $88,000 - $110,000, not inclusive of potential equity offerings, bonuses, or benefits. Our commitment to diversity and inclusion ensures that every team member feels valued and supported in their role. Join us in making a difference in the lives of our customers and contributing to the success of our team.