Senior Associate, Deactivations

Summary

Join Lyft's Trust and Safety team as a detail-oriented specialist responsible for reviewing safety concerns and maintaining a safe community for drivers and riders globally. You will utilize expert-level understanding of egregious circumstances and empathetic communication to review safety incidents, mitigate negative impacts, and remove those violating terms of service. The ideal candidate is passionate about building a world-class safety organization, holding themselves and others accountable, and prioritizing the community's well-being. This role involves identifying policy improvements and creating a platform for the best rider and driver experience, especially concerning safety-related incidents. The position is fully remote in Mexico City.

Requirements

• 2+ years experience in customer support or an applicable role
• Background in advocacy, crisis management, mediation or e-commerce customer service experience
• Experience with previous change management; ability to thrive in a fast-paced ever-changing environment
• Experience resolving conflicts in a detailed, effective, and timely manner
• Be empathetic and sensitive to our community while serving as the decision maker
• Experienced in customer de-escalation and escalated the incident response
• An expert communicator, both verbal and written

Responsibilities

• Exemplify customer obsession by strong safety advocate for our community while providing fair resolutions to customers problems
• Utilize cross functional communication and relationships to drive the best outcome for the customer and Lyft
• Be accountable to key performance metrics set for the team such as SLAs, quality measures, and decision timelines
• Review deactivation decisions to ensure they were made in adherence to Lyft’s Community Guidelines and compliant to the Lyft deactivation matrix
• Advocate for the right thing for the customer and use strong investigative skills to make difficult decisions about users accounts
• Maintain high levels of confidentiality while performing account reviews, and comprehensively document research and decisions through written reports
• Work to educate our riders/drivers to promote positive experiences and maintain safety while operating within the Lyft platform
• Trusted owner for resolution of safety deactivations
• Identify potential risks, mediate, and diffuse situations
• Utilize nuanced and complex problem solving skills to ensure resolution for our customers
• Strong ability to solve in times of limited structure or in situations with no precedent

Preferred Qualifications

• Bachelor's degree or equivalent
• Bilingual

Benefits

Fully remote in Mexico