Specialist, Safety Policy and Compliance

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about 4 years old

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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.

Lyft is looking for a detail oriented and experienced specialist to join our evolving Trust and Safety team. This individual will review a broad variety of Safety concerns and will be responsible for maintaining and optimizing a safe and happy global community of Lyft’s drivers and riders. We're looking for someone motivated to go above and beyond for our community members to instill trust in the Lyft platform. Join us to create, implement and expand our community's safety practices. 

The successful candidate will demonstrate an expert level understanding of egregious circumstances, empathetic communication, and will use their specialized skill set to review safety incidents with the goal of helping to mitigate the negative impact for the reporting victims and ultimately remove those that violate our Terms of Service and Community Guidelines from the platform. Ideal candidates will be passionate about working with the team to build a world-class safety organization; they consistently hold themselves and others accountable, keeping focusing on their team’s overall goals and putting others before themselves.. They will be passionate about identifying policy and helping to create a platform to provide the best end to end experience for the riders and drivers in our community, especially when related to decision making due to a safety-related incident.

Responsibilities:

  • Become a strong safety advocate for our community 
  • Ability to understand and adhere to Lyft’s community guidelines 
  • Review accounts involved in safety incidents to make sure they are in compliance with the safety thresholds
  • Audit deactivation decisions to ensure they were made in adherence to Lyft’s Community Guidelines
  • 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
  • Help our community in a tactful and diplomatic manner

Experience:

  • 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
  • Bachelor's degree or equivalent a plus
  • 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.