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.

As a Customer Experience Associate, you will be the voice of Lyft, fielding escalations from riders on social media, phone, and email. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations. Our team consists of Associates supporting customers across phone, email and social media.

Responsibilities:

• Create an exceptional, personalized service experience for Lyft users
• Handle escalations for our riders and provide internal support for our teams and partners 
• Provide friendly, timely support to Lyft riders via phone, email and social media
• Troubleshoot user problems with the Lyft app
• Document all support contacts in a CRM system
• Make recommendations based on feature requests and bugs reported by users
• Be a community advocate for Lyft

Experience:

• 1­+ years experience in customer service or call center a plus, but not mandatory
• Bachelor's degree or equivalent
• Flexible schedule, willing to work off­ hours and weekends. 
• Basic knowledge of Twitter and Facebook platforms 
• Computer proficiency required
• Friendly and enthusiastic, social personality
• Dependable and punctual with time management skills
• Strong writing skills and impeccable attention to detail
• Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
• Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
• Ability to quickly learn web­-based user support applications
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
• High level of comfort and familiarity with smartphone applications (iPhone and Android)

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.