This position may no longer be available
Posted . It may have been filled, expired, or closed.
This position may no longer be available
Posted . It may have been filled, expired, or closed.
Type
FULL TIME
Work Style
On-site
At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.
We are seeking a highly motivated and experienced Coach to join our Safety and Customer Care team! As an SCC Team Coach, you will play a pivotal role in supporting operations and driving our customer-facing teams to achieve their goals and deliver exceptional customer outcomes. You will partner closely with leadership within a customer-facing segment to provide daily agent and ticket monitoring, in-depth ticket and data analysis, and project and initiative support. The ideal candidate is a fast learner, able to quickly become a customer segment subject matter expert, who has an eye for high-quality support and the skills to self-identify and drive improvements to policies, processes, and training that uplevel the agent and customer experience.
The Team Coach is a critical resource for their line of business, highly knowledgeable in issue type, content, and policy and able to identify trends and turnkey into actionable opportunities. They are frontline obsessed, staying close to agent and customer data and experiences to pinpoint issues and drive continuous improvement in our operation for their team. The Coach regularly engages in root cause analysis, deep dives into tickets or data, and performs agent observations and shadowing. They work closely with Team Leads, Managers and cross-functional teams (including training, content, analytics) to implement short and long term solutions to improve overall outcomes for our customers.
The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community. This candidate is caring and compassionate, and has a strong sense of what best-in-class support looks and feels like for customers. They’re focused and organized in an incredibly fast paced work environment, able to work through ambiguity, and adept at root cause analysis and continuous improvement. They’re curious, data-driven and able to think outside the box to drive innovative solutions at scale.
Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. 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, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid
The expected base pay range for this position in the Nashville area is $50,180 - $62,730, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.
Prepare for your Team Coach, Rider Support interview at Lyft.