Description
The Social Media, ON Team Lead is responsible for driving exceptional outcomes for customers by ensuring the social media overnight team consistently achieves their goals.
They lead and manage their team, providing strategic direction, ongoing coaching, data analysis, project management, and overseeing daily operations.
The ideal candidate is passionate about leadership and driving results and improvement on their team.
Responsibilities:
- Lead shoulder to shoulder to deliver outstanding results, driving shared outcomes measured through key performance indicators such as SLA, CSAT, TAR, QAR scores, and beyond.
- Lead a team of associates to provide a world-class customer experience by offering continuous support, coaching, development, and mentorship in a dynamic and fast-paced environment and foster a culture of excellence and growth.
- Take proactive ownership of the customer experience across various social media platforms, ensuring that customer interactions are handled with the highest level of care and professionalism.
- Continuously evaluate and refine best practices and processes within the team to ensure consistent and exceptional customer experiences.
- Understand and optimize operational efficiencies by benchmarking industry best practices, analyzing data and processes, identifying areas for improvement, and implementing changes to enhance customer obsession and satisfaction.
- Take ownership of the associate experience by regularly assessing and measuring behaviors that drive positive outcomes.
- Maintain a visible and active leadership presence by engaging in day-to-day team activities, holding team members accountable, and collaborating with the Lyft Leadership Team.
- Work closely with other Specialized Support team leaders to enhance both internal and external customer experiences.
- Analyze team performance data to identify trends, insights, and opportunities for improvement.
Experience:
- 3+ years experience in customer support
- 1+ year experience in a leadership position
- Ability to build relationships with cross-functional stakeholders and drive shared outcomes
- Customer obsessed with a 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 technology, social media, and customer care experience.
- Strong written and verbal communication skills.
- Problem-solving, Decision-making, and Time management skills are a must.
Benefits:
- Extended health and dental coverage options, along with life insurance and disability benefits
- Mental health benefits
- Family building benefits
- Child care and pet benefits
- Access to a Lyft-funded Health Care Savings Account
- RRSP plan to help save for your future
- Flexible paid time off policy
- Subsidized commuter benefits