Associate, Support Escalations

Summary

Join Lyft Mexico's growing Customer Experience team in Mexico City! As a Customer Experience Associate, you will create a positive and effortless experience for Lyft's community by providing friendly and timely support to drivers via chat, email, and phone. You will troubleshoot app problems, document support contacts, and make recommendations based on user feedback. This fully remote role requires 1+ years of customer service experience and strong communication and problem-solving skills. You must be comfortable working independently and as part of a team in a fast-paced environment. Lyft values empathy, initiative, and a passion for customer advocacy. The ideal candidate is based in the Mexico City metro area and proficient with smartphone applications.

Requirements

• 1+ years experience in customer service, required
• 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
• Keen ability to work independently and in a team
• High level of comfort and familiarity with smartphone applications (iPhone and Android)
• Willingness to work a range of hours, weekends and holidays

Responsibilities

• Create a personalized, positive and effortless experience for the Lyft community
• Provide friendly, timely support to Lyft drivers via chat, email and phone
• 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

Preferred Qualifications

1+ years experience in call center a plus, but not mandatory