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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.
The ideal candidate for the Customer Experience Associate role 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 Customer Experience Associates supporting customers across phone and email.
Responsibilities:
Create an exceptional, personalized service experience for Lyft users
Provide friendly, timely support to Lyft drivers and passengers via phone, chat and email
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:
Willing to work in the overnight shift
1+ years experience in customer service or call center a plus, but not mandatory
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)
This role will be in-office on a hybrid schedule if an established Lyft Location is available to the Mexico City region — Hybrid Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.