Specialist, Transit Bikes & Scooters

| Nashville, TN
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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 Transit, Bikes and Scooters (TBS) Specialist for the Partner and Customer Engagement (PCE) team is an expert on the end to end experience of scooter & bike riders, driving outcomes on behalf of our customers through knowledge sharing and driving deeper integration within a new organization. The Specialist will actively own a functional area of the TBS PCE team, which could include content creation, quality assurance, process improvement, tool maintenance or insight management.  As the Specialist owns their functional area of the TBS team, they will proactively identify pain points, process gaps and be the point of contact for anything changing around that function. 

Responsibilities:

  • Identify and create new submission or resolution reasons, agent workflows and content
  • Review existing resolution reasons and content/tickets to validate in partnership that the responses meet process expectations
  • Maintain TBS tools, systems, and workflows to ensure seamless resolution for our partner and delivery teams
  • Write informative, engaging help center content to eliminate the need for rider contact
  • Be a subject matter expert and knowledge resource for the TBS line of business, connected into stakeholders and meetings to cultivate expertise ongoing in owned areas
  • Proactively identify process gaps and own solutions implementation advising TBS team leadership and owners on solutions to close gaps
  • Partner cross-functionally on any new releases, features, products, and partnerships to determine the self-service content approach and needs
  • Works and prioritizes autonomously, comfortably, and with minimal oversight. Adapts quickly to new processes or changes in workflow
  • Facilitates targeted change implementation and drives continuous improvement within designated area of focus
  • Holds partner Quality teams accountable to accuracy of Quality evaluations and findings. Travels to on- and off-shore partner sites as needed
  • Owns multiple customer experience projects from start to finish, with counsel from manager, from ideation and planning to deliverable management and execution. Projects owned relate to new feature launches or changes to customer experience that impact how PCE provides support to drivers and passengers
  • Active participant in Lyft's culture and participates in community events
  • Represents PCE mindset (scrappy, owner, accountable, customer focused)

Experience:

  • 2+ years experience in customer support
  • Flexible schedule, willing to work the occasional on call shift
  • Bachelor's degree or equivalent
  • Friendly and enthusiastic
  • Adept writing skills and impeccable attention to detail
  • Ability to stay organized and manage around deadlines
  • Strong interpersonal skills, emphasis on relationship building and ability to influence decisions
  • Independent worker with ability to connect, think and work collaboratively
  • Advanced problem solving skills with the ability to think creatively to resolve difficult situations
  • Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
  • Comfortable in a fast paced environment, subject to rapid change and uncertainty
  • High level of comfort and familiarity with smartphone applications (iPhone and Android)
  • Familiarity with SQL 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. 

More Information on Lyft
Lyft operates in the Transportation industry. The company is located in San Francisco, CA. It has 22282 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 46 open jobs at Lyft, click here.
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