Healthcare & Business Associate (Customer Support)

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

The Emerging Business team provides white glove support to a variety of customers. In this role, you will be primarily focused on supporting a variety of customers, such as riders and drivers involved in a healthcare ride, or other enterprise industries. In every interaction, you will leverage the Lyft platform to meet the transportation needs for all users of our platform, providing customized resolutions to create win/win solutions.

As an Associate on the Lyft Business Support team, you’ll be responsible for providing Enterprise grade customer support to a variety of Lyft customers via an omnichannel experience.

You’ll leverage our existing support program and resources to deliver quality resolutions for small, large, and strategic customers alike. You’ll own each resolution from start to finish, ensuring that the customer feels heard and cared for throughout. Your efforts will reliably meet/exceed efficiency and customer satisfaction metrics.

Most importantly, your tenacity, positive outlook, self-awareness, and determination to make it happen will buoy everyone around you. You are organized and a resourceful problem-solver who thrives, as both, a teammate and individual contributor!

In short, you’ll be the face and voice for all Lyft Business rides, and strive to provide the best-in-class customer experience.

Responsibilities:

• Be the first point of contact for Partners, who may be contacting Lyft regarding healthcare rides or an enterprise account.
• Create an exceptional, personalized service experience for Lyft Business customers
• Be a calm and empathetic voice in critical and emotional situations
• Provide friendly, timely support via phone, chat and email
• Meet/exceed efficiency and customer satisfaction KPIs
• Teach and learn from your peers and colleagues to maximize everyone’s contribution
• Provide feedback to xfn stakeholders on process or product improvements

Experience:

• Minimum one (1) year of experience working in a directly customer-facing role via written, chat, and/or phone channels
• Experience working in a fast-paced environment, while also being efficient with their time, and detail oriented.
• You truly care about Lyft’s mission, and the happiness and success of the customer
• Impeccable communication skills… Your communication style conveys empathy and complex instructions warmly, succinctly, and with flawless spelling and grammar
• A zest for problem-solving… You enjoy applying your own knowledge and inquisitiveness towards helping others by actively listening, asking thoughtful questions, and methodically working towards a solution
• Focus on teamwork… You work exceptionally well with others, building relationships that sustain a fun and productive work culture and seizing opportunities to teach and learn from your peers
• Analytical curiosity and a commitment to improve… You naturally synthesize inputs from individual customer issues to identify trends
• A willingness to work a flexible schedule, which may include, mornings, nights, weekends, and holidays
• Preferred:
  • Experience working within Zendesk (ticketing) and Intercom (live chat), or comparable platforms

Benefits:

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan with company match to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Monthly Lyft credits and complimentary Lyft Pink membership

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $16.62 - $20.77 per hour, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.