At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Lyft Support’s mission is to provide fast, efficient, fair, and consistent resolution to any issue a customer has on the Lyft Platform. Our in-app and web Help Center is the customer-facing entry point to all things support, and where our drivers and riders learn about Lyft’s features and also troubleshoot issues.  

As Content Team Manager, you’ll be responsible for both managing the content team and the quality of the overall content in our help center. The ideal candidate is an intellectually curious manager who is also an experienced writer; someone who is thorough, analytical, and undaunted by research and fast-paced change. This position requires someone with a passion for managing people, and who has extensive experience with the craft of writing that enables the career growth of a team of writers. This person knows that high quality content has a direct impact on the overall experience of customers.  The role suits those who have a bias toward action and impact, and who are personally driven by Lyft’s mission.

Responsibilities:

• Lead, mentor, and grow a geographically dispersed team of content writers
• Define, instrument, and scale content standards that ensure Lyft’s customer-facing support content is intentional, understandable, and actionable
• Work to improve our internal content management system and influence functionality that scales content delivery, consistency, and quality
• Work cross-functionally with design, product, UX research, ops, and engineering to advance the customer-facing help experience as it relates to content, navigation, and discoverability
• Be an advocate for our riders and drivers, ensuring that we’re delivering the best possible help experience
• Scale company-wide support content quality to increase consistency across Lyft
• Be THE OWNER of everything related to the customer-facing support content experience.

Experience:

• Undergraduate degree in major requiring strong written skills, or equivalent experience
• 7+ years of experience in content or UX writing space
• 3+ years of people management/ team leadership experience, managing at least 10 directs
• Proven track record of team writing high-quality content that drives measurable outcomes for customers and business
• Basic HTML knowledge and a portfolio of work that demonstrates versatile content 
• Experience defining, tracking, and reporting on content metrics; experience conducting content audits
• Comfortable in a fast-paced environment that’s subject to rapid change and uncertainty
• Demonstrated self-motivation, commitment to excellence, and attention to detail
• Demonstrated personal growth with roles displaying increasing scope and responsibility. 

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment  without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.