Social Support Associate, Customer Care Operations

You will be Lyft support’s voice on all social media channels, fielding questions and resolving issues from passengers and drivers in real-time.

As an active representative of Lyft, you will strengthen our community by providing a helpful, effortless and trusted support experience.

The ideal candidate is a confident and clear communicator who consistently and thoughtfully represents Lyft support and Lyft’s brand across all channels to fully resolve our customers needs.

Responsibilities:

• Triage problems from our community and own issue resolution, escalating to designated team(s) only when necessary
• Be Lyft’s support voice on social media and other digital channels and exercise impeccable judgment as Lyft's support representative
• Proactively solve issues and foster trust with our beloved customers
• Create a personalized, positive and effortless experience for the Lyft community
• Work cross-functionally with Product, Marketing, and other teams to ensure a cohesive voice of support
• Be a community advocate for Lyft
• Willingness to work a wide range of hours and weekends

Experience:

• 1+ years of experience in customer service or sales mandatory
• 1+ years of experience with social media or communications is a plus
• Captivating written communication skills and fastidious attention to detail
• Emotional intelligence in spades and experience dealing with people
• Strong work ethic and proactive nature
• Keen ability to work independently as well as with a team
• Ownership mindset and resolve to follow-through
• Ample time management skills - able to work independently through ambiguity