At Lyft, community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.

You will be the front line  for our Lyft platform, providing high quality customer service by fielding real-­time incoming calls and emails from drivers and passengers.

You should have a high degree of emotional intelligence and maturity in order to empathetically respond to and address urgent and sensitive concerns. The ideal candidate for this role is someone who is calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations. You are also extremely detail oriented, able to multitask, and are able to represent and distill complex issues in an articulate manner.

Responsibilities:

• Be the first point of contact for our Trust and Safety team
• Create an exceptional, personalized service experience for Lyft users
• Be a calm and empathetic voice in critical and emotional situations
• Provide friendly, timely support to Lyft drivers and passengers via phone and email
• Meticulously document all support contacts in a CRM system
• Be a community advocate for Lyft

Experience:

• Must have a flexible schedule and the ability to work weekends and evenings
• Comfortable handling both inbound phone calls and support tickets/emails
• 1+ years in Customer Service or Support
• Aptitude and willingness to learn technical concepts in an ever changing environment
• Able to be calm and collected in difficult and emotional situations
• Capacity to work independently and as part of a collaborative team, with minimal supervision
• Ability to use sound judgement to assess and solve unique issues with minimal guidance
• Strong verbal and written communication with excellent English, spelling, and vocabulary
• Ability to type 50 WPM
• BA/BS or equivalent experience
• Bilingual a plus

Benefits:

• Great medical, dental, and vision insurance options
• In addition to 11 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Monthly commuter subsidy to cover your transit to work
• 20% off all Lyft rides

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.