Team Coach • Mid-Level

Who you are

You are a highly motivated and experienced Coach with a passion for supporting operations and driving customer-facing teams to achieve their goals. You have a keen eye for high-quality support and the ability to self-identify and drive improvements to policies, processes, and training that enhance the agent and customer experience. You thrive in a collaborative environment, working closely with Team Leads and Managers to implement effective solutions. Your analytical skills allow you to engage in root cause analysis and deep dives into data, ensuring that you stay close to agent and customer experiences.

You are a fast learner, quickly becoming a subject matter expert in your customer segment. You understand the importance of monitoring agent performance and ticket analysis, and you are committed to continuous improvement in your team's operations. You are frontline obsessed, always looking for actionable opportunities to enhance the overall customer experience. Your ability to engage with cross-functional teams, including training and analytics, makes you a critical resource for your line of business.

What you'll do

As a Team Coach at Lyft, you will play a pivotal role in supporting the Safety and Customer Care team. You will partner closely with leadership to provide daily monitoring of agents and tickets, ensuring that your team meets its goals and delivers exceptional customer outcomes. You will conduct in-depth ticket and data analysis, identifying trends and opportunities for improvement. Your responsibilities will include performing agent observations and shadowing to provide constructive feedback and support.

You will work collaboratively with Team Leads and Managers to implement short and long-term solutions that enhance the overall performance of your team. Your role will involve engaging in root cause analysis to pinpoint issues and drive continuous improvement in operations. You will also be responsible for developing and refining training materials to ensure that agents are equipped with the knowledge and skills they need to succeed. Your insights will help shape policies and processes that elevate the customer experience.

What we offer

Lyft offers a hybrid work environment, allowing you to work from the office three days a week while also providing flexibility to work remotely for up to four weeks per year. You will be part of a dynamic team that values collaboration and continuous improvement. Lyft is committed to creating a work environment where all team members belong and have the opportunity to thrive. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.