At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

We are looking for an Operations Associate to join the Driver Service team. The Driver Service team is scoped with building new services for our drivers such as our Driver Service Centers and Mobile Services.

Reporting to the Operations Lead for Mobile Service, you will play a key role in growing our business and taking customers through the booking process to service completion. Equipped with your knowledge in automotive repair and various communication tools and processes, you will be responsible for supporting our customers in their journey, addressing their questions, helping them book appointments and troubleshooting issues that come up. You will be providing a world-class experience and have the opportunity to drive a wide range of our operations activities in a new line of business.

Responsibilities:

• Guide customers through the service booking process via text/email, in person at our hubs, at an event, and over the phone
• Become a subject matter expert for vehicle service and maintenance to ensure our customers get the services they need while providing the best in-class customer experience 
• Own scheduling & dispatching tools for staffing, data accuracy, and daily activity 
• Work with our diverse set of tools to ensure all information is input correctly  
• Collaborate with our field team to troubleshoot any potential issues 
• Help brainstorm, test and implement ideas for improving the customer experience and making behind-the-scenes operations more efficient and consistent
• Flexible schedule: this is a role that will require some weekends

Experience:

• 2+ years of experience with in-person customer service roles such as automotive, retail or hospitality
• Knowledge of the automotive service and maintenance industry  
• Bachelor’s degree or equivalent preferred
• Familiarity with scheduling and dispatching software preferred 
• Impeccable customer service and problem-solving skills
• Excellent verbal and written communication
• Proficiency with common technology tools like Slack, Zendesk, Google Sheets, Google Docs etc preferred
• Bilingual proficiency 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
• Pre-tax commuter benefits
• Lyft Pink: Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

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.