Content Specialist, Renter Experience - Nashville

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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.

The Content Specialist is an expert in creating, maintaining, and analyzing written resources that enable both internal and external users to resolve issues. Resources may range from comprehensive troubleshooting guides for our Renter Experience Associates to short text for our Lyft Community members.

This role is highly collaborative and versatile — communicating with other Lyft teams to investigate user needs, brainstorming potential content solutions, and planning in a rapidly changing environment. The ideal candidate leads by example, is calm in the face of a storm, and is able to influence and unify a group of people with diverse opinions.

Responsibilities:

  • Create delightfully helpful, jargon-free content that clearly explains Lyft concepts and features, and provides useful tips and tricks
  • Collaborate with product, marketing, operations and legal teams to create content and submit all necessary Wrike tickets
  • Leverage data, insights, and user feedback to improve content and user experience
  • Prepare updates to existing help content and support macros for every product change
  • Refine and audit content across all channels to ensure accuracy and ease of use
  • Create all driver-facing comms (examples: program-specific messaging from HQ and local teams, tax changes, disaster alerts/instructions, holiday closures, etc)
  • Update onboarding decks and videos to reflect relevant program changes with driver-facing language that is clear and concise

Experience:

  • 2+ years of professional writing experience 
  • 1+ year(s) experience in one or more of these areas: help and support content, digital content management systems and workflows, editorial quality assurance, or online operations at a tech company 
  • Genuine passion about the opportunity to create a best in class user experience 
  • Possess a high level of curiosity and comfort with ambiguity in a fast-paced environment with shifting priorities
  • Project management experience a plus, with ability to balance ambiguous competing projects
  • Preferred experience defining, tracking, and reporting on content metrics. 

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.