Senior Compassionate Care Advocate Escalations & Support

Lyft; Ciudad de México; Presencial; MXN 360.000 - 480.000; Jornada completa

Descripción de la vacante

Lyft is seeking a compassionate Safety Support specialist to be the first line of response for the most egregious incidents on the Lyft platform. You will provide comfort to customers in traumatic situations and report insights to Safety leadership.

The role requires strong communication, empathy, and the ability to work autonomously, with flexible hours including nights and weekends; bilingual is a plus.

Formación

• Empathic and attentive customer support skills.
• Strong verbal and written communication in high-pressure situations.
• Ability to manage multiple cases and priorities with composure.

Responsabilidades

• Be a strong, caring, and empathetic victim advocate for the Lyft community.
• Act as the highest level of escalation for our Safety Support teams.
• Focus on building trust and long-term relationships with customers during extremely sensitive situations to ensure they feel supported.
• Respond with empathy and sound judgment, working with the customer end to end.
• Identify potential risks, mediate, and diffuse escalated situations.
• Support other tiers of Safety Support with case reviews.
• Partner with the Lyft Operations Center on credible threats to team members or locations.
• Partner with the Crisis Communications team on safety incidents involving media.
• Partner with the Safety Policy and Community Compliance team on escalated cases that require review.
• Learn and maintain advanced levels of training focused on supporting and being a victim advocate for customers after a safety incident.
• Ability to operate autonomously while focusing on customer needs.
• Support leadership in developing and implementing projects by providing insight into current data and process improvements for the Safety org.
• Flexible schedule, willing to work non-traditional hours, including nights and weekends.

Conocimientos

Empathy

Active listening

Communication

Stress management

Multitasking

Conflict resolution

Descripción del empleo

Lyft is seeking a compassionate Safety Support specialist to be the first line of response for the most egregious incidents on the Lyft platform. You will provide comfort to customers in traumatic situations and report insights to Safety leadership.

The role requires strong communication, empathy, and the ability to work autonomously, with flexible hours including nights and weekends; bilingual is a plus.