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 is committed to building transportation that empowers people to move around their neighborhood and city without owning a car. Specifically, our goal for solving last-mile mobility is to lay the foundation for winning on bikes and scooters.

The Senior Team Lead will focus on team development and business improvement by leading and mentoring a team to support the in-person help experience across multiple channels and sites. Additionally, the Sr. Team Lead will provide focused energy to the full lifecycle of our riders, while organizing collaboration efforts with cross-functional teams. The ideal candidate has a strong passion for mentoring and owning improvements across multiple lines of business while creating an unequaled level of service within our Lyft community.

Responsibilities:

• Support the Partner & Customer Engagement department by leading and developing a group of Team Leads and Specialists
• Define and champion strategic initiatives as a senior leader amongst team lead group
• Build cross-functional relationships throughout the organization while advocating for “best in class” customer experiences
• Define and champion process improvement opportunities through data analysis and cross-functional collaboration
• Owns multiple delivery experiences across multiple channels, while inspiring the team to meet Key Results set by senior leadership
• Performance management of team - monitor and review direct reports work objectives and overall contribution to the team
• Understands and coaches to behaviors that drive outcomes to the overall business
• Embraces challenges, learns from feedback, is inspired by and celebrates others success, persists despite obstacles
• Gets intimately involved in data of your process, can identify issues and trends and provides proactive recommendations and levers available to resolve, rooted in data and customer obsession
• Drives process excellence through empowering and managing team while delivering expected outcomes

Experience:

• Bachelor's degree or equivalent
• 5+ years of relevant experience in customer service
• 3+ years proven success in a leadership or mentor role
• Ability to build relationships with cross-functional stakeholders and drive shared outcomes
• Strong partner management skills and ability to get things done through both formal and informal means with both internal and external audiences
• Ability to lead in a fast-paced environment subject to rapid change and ambiguity
• Relevant start-up, technology, and customer care experience
• Experience with process excellence and social media support is a plus

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.