Senior Compassionate Care Escalations Specialist

Socotra, Inc.; Ciudad de México; Presencial; MXN 360.000 - 480.000; Jornada completa

Descripción de la vacante

Lyft is seeking a compassionate victim advocate to join its Safety Support team in Mexico City. You will respond to traumatic incidents, provide comfort, and report insights to Safety leadership while elevating customer care standards.

The role requires empathy, strong communication, and the ability to work across Safety, Operations, Crisis Communications, and Policy teams. The position offers a fast-paced environment with non-traditional hours, including nights and weekends, to support

Formación

• 2+ years of experience in managing multiple cases involving extremely sensitive customer issues.
• Experience in a fast-paced, growing environment.
• Ability to manage stress while delivering world-class care to customers after traumatic incidents.
• Proven judgment in gray areas under high pressure.
• Excellent listening, writing, and verbal communication skills.
• Strong time-management and prioritization abilities.
• Motivated to handle highly escalated callers on short notice.
• Operate with high standards and integrity.
• Passion for Lyft and its mission.
• Bilingual a plus.

Responsabilidades

• Be a strong, caring, and empathetic victim advocate for the Lyft community.
• Act as the highest level of escalation for Safety Support teams.
• Build trust and long-term relationships with customers in extremely sensitive situations.
• Respond with empathy and sound judgment end-to-end with the customer.
• Identify risks, mediate, and diffuse escalated situations.
• Support other Safety teams with case reviews.
• Collaborate with the Operations Center on credible threats to teams/locations.
• Coordinate with Crisis Communications on safety incidents involving media.
• Engage with Safety Policy on escalated cases requiring review.
• Learn and maintain advanced training for victim advocacy.
• Work autonomously focusing on customer needs.
• Support leadership with data insights and process improvements.
• Flexible schedule, including nights and weekends.

Conocimientos

Empathy

Excellent communication

Active listening

Multitasking

Stress management

Customer care

Self-motivation

Integrity

Descripción del empleo

Lyft is seeking a compassionate victim advocate to join its Safety Support team in Mexico City. You will respond to traumatic incidents, provide comfort, and report insights to Safety leadership while elevating customer care standards.

The role requires empathy, strong communication, and the ability to work across Safety, Operations, Crisis Communications, and Policy teams. The position offers a fast-paced environment with non-traditional hours, including nights and weekends, to support