Associate, Customer Experience

Lyft; Ciudad de México; Híbrido; MXN 522,000 - 784,000; Jornada completa

Descripción de la vacante

A leading transportation network company is seeking a Customer Experience Associate in Mexico City. The ideal candidate should possess strong empathy and problem-solving skills, ensuring exceptional service for both drivers and passengers. You will provide timely support via phone and email, troubleshoot app issues, and document interactions. This hybrid role requires in-office presence 3 days a week, with flexibility to work remotely up to 4 weeks annually. Join a vibrant team dedicated to enhancing customer experiences.

Formación

• 1+ years experience in customer service or call center preferred.
• Ability to learn web-based user support applications quickly.
• Comfortable and adaptable in a fast-paced environment.

Responsabilidades

• Provide friendly, timely support via phone and email.
• Troubleshoot problems with the Lyft app.
• Document all support contacts in a CRM system.

Conocimientos

Customer service experience

Strong writing skills

Empathy

Problem-solving skills

Computer proficiency

Time management

Descripción del empleo

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 ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across phone and email.

Responsibilities:

• Create an exceptional, personalized service experience for Lyft users
• Provide friendly, timely support to Lyft drivers and passengers via phone and email
• Troubleshoot user problems with the Lyft app
• Document all support contacts in a CRM system
• Make recommendations based on feature requests and bugs reported by users
• Be a community advocate for Lyft

Experience:

• 1+ years experience in customer service or call center a plus, but not mandatory
• Computer proficiency required
• Friendly and enthusiastic, social personality
• Dependable and punctual with time management skills
• Strong writing skills and impeccable attention to detail
• Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
• Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
• Ability to quickly learn web-based user support applications
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• High level of comfort and familiarity with smartphone applications (iPhone and Android)

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 Mexico City — 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

Please submit your resume in English.