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’re looking for someone to transform how our customers get help. In this role, you will coordinate the inventory, execution, and integration of Lyft’s Help Access Point Platform that can scalably integrate into every aspect of a customer’s journey. You should be comfortable analyzing a wide variety of unstructured and structured data, interviewing customers and stakeholders alike to identify current problems or new needs, and documenting needs to form a functional roadmap. Additionally, this role will require managing stakeholder relationships and expectations with strong influence and negotiation skills across business and technical leadership. Success means we’ll drastically reduce the effort it takes to get help - especially through expanded self-service options within the Help Access Point Platform - and enable more accurate routing through expanded machine learning capabilities.

Responsibilities:

• Aid in the technical design of e2e help systems that start with how customers get help
• Co-create functional roadmap for product features and customer-facing self-service opportunities that drive business and customer metrics for the Customer Experience Team (CET)
• Consolidate, track, and build levers to help control support channel mix available to customers without compromising user experience
• Develop a scalable Help platform that can be implemented by teams across the company with clear approval processes and safeguards
• Monitor and report key OKR’s within CET and Lyft overall to understand when and where to prioritize resources/requests across teams to drive business and customer metrics
• Manage documentation and changelog of submission architecture, processes, and automated resolution paths
• Balance business and customer needs in creating new help access experiences
• Magnify user’s voices in discussions and use a customer-centric lens to identify opportunities to improve product interactions
• Maintain a consistent communication strategy and plan for informing stakeholders around progress, health, roadblocks (with actions) and current status of help access features
• Partner with tech support and real time monitoring team to monitor contact volume spikes and provide real time updates or support as otherwise needed

Experience:

• BA or BS in a Help Interaction, Research, Product, or Software field
• 1 to 3 years of working on Customer Service technology initiatives
• Experience using issue tracking and documentation tools like JIRA and Confluence
• Commitment to quality, accuracy, and consistency
• Commitment to teamwork and proven ability to collaborate across cross-functional teams
• Quick thinking self-starter who is comfortable with ambiguity and change
• Ability to work under pressure and adapt quickly to high-pressure situations

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.