Associate, Business Support

Summary

Join Lyft Business Support as an Engagement Associate and provide top-tier customer support to our diverse clientele via email and live chat. You will leverage your expertise in our product suite to resolve technical, product, and account issues for customers of all sizes. Your responsibilities include owning resolutions from start to finish, ensuring customer satisfaction, and identifying areas for improvement. You will collaborate with internal stakeholders to address issues and contribute to enhancing our overall value proposition. This role requires a customer-first attitude, excellent communication skills, and a passion for problem-solving. Your contributions will directly impact customer experience and product development.

Requirements

• A minimum one (1) year of experience… working in a directly customer-facing role via written, chat, and/or phone channels
• Customer-first attitude… You truly care about the happiness and success of the customer
• Impeccable communication skills… Your communication style conveys empathy and complex instructions warmly, succinctly, and with flawless spelling and grammar
• A zest for problem-solving… You enjoy applying your own knowledge and inquisitiveness towards helping others by actively listening, asking smart questions, and methodically working towards a solution
• Focus on teamwork… You work exceptionally well with others, building relationships that sustain a fun and productive work culture and seizing opportunities to teach and learn from your peers
• Analytical curiosity and a commitment to improve… You naturally synthesize inputs from individual customer issues to identify trends
• Platform know-how… Experience working within Zendesk (ticketing) and Intercom (live chat), or comparable platforms

Responsibilities

• Own individual customer resolutions from start to finish in Zendesk (email tickets) and Intercom (live chat) by
• Sharing your expert knowledge of the Lyft Business product suite
• Evaluating, troubleshooting, and resolving technical, product, and account issues
• Responding quickly and providing timely updates to minimize customer anxiety
• Communicating clearly, succinctly, and empathetically in writing and by phone
• Advocating with internal stakeholders to ensure quick and complete resolutions
• Managing multiple outstanding issues simultaneously without missing a beat
• Meet/exceed efficiency and customer satisfaction KPIs
• Document and provide context behind recurring customer and internal stakeholders questions/issues in order to improve product and program quality
• Teach and learn from your peers and colleagues to maximize everyone’s contribution
• Work the AM shift to provide coverage to our east coast customers starting at 7AM EST

Benefits

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program