Social Support Associate, Customer Care Operations (Overnight) @Lyft

Overview

The role of Social Support Associate within Lyft's Customer Care Operations focuses on providing support to passengers and drivers through social media and other digital channels. This position emphasizes creating a trusted and seamless experience for users while resolving issues with empathy and precision.

Key Responsibilities

• Triage problems from the community and manage issue resolution, escalating when necessary.
• Act as Lyft's support voice on social media and digital channels, demonstrating impeccable judgment.
• Proactively solve issues and foster trust with customers.
• Ensure a personalized, positive, and effortless experience for the Lyft community.
• Collaborate with Product, Marketing, and other teams to maintain a cohesive voice of support.
• Advocate for the community and represent Lyft effectively.
• Be flexible in working a wide range of hours and weekends.

Requirements

• 1+ years of experience in customer service or sales is mandatory.
• 1+ years of experience with social media or communications is a plus.
• Strong written communication skills and attention to detail.
• Emotional intelligence and experience in dealing with people.
• Strong work ethic and proactive nature.
• Able to work both independently and as part of a team.
• Ownership mindset with a resolve to follow through.
• Excellent time management skills, able to navigate ambiguity.

Benefits

• Extended health and dental coverage options, life insurance and disability benefits.
• Mental health benefits.
• Family building benefits.
• Child care and pet benefits.
• Access to a Lyft-funded Health Care Savings Account.
• RRSP plan with company match.
• Flexible paid time off policy for salaried team members; 15 days paid time off for hourly team members, with an additional day for each year of service.
• 18 weeks of paid time off for new parents, including biological, adoptive, and foster parents.
• Subsidized commuter benefits and Lyft ride credits.

Location

This role is fully remote, but candidates must be based in the Toronto metro area.

How to Apply

Please submit your application through the provided portal.

Deadline

No specific deadline stated.