Associate, Customer Experience

Socotra, Inc.; Nashville (TN); Hybrid; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a passionate Customer Experience Associate to enhance the Lyft community. This role focuses on delivering exceptional support through chat, email, and phone, ensuring a seamless experience for drivers. The ideal candidate will possess strong problem-solving skills and a deep sense of empathy, thriving in a fast-paced environment. Join a forward-thinking company that values inclusivity and offers comprehensive benefits, including medical, dental, and generous paid time off. If you are eager to make a difference in customer experiences, this opportunity is perfect for you.

Benefits

Medical, Dental, and Vision Insurance

Mental Health Benefits

401(k) Plan

Paid Parental Leave

Discretionary Paid Time Off

Subsidized Commuter Benefits

Child Care and Pet Benefits

Lyft Pink Benefits

Qualifications

• 1+ years experience in customer service required.
• Strong writing skills and attention to detail.

Responsibilities

• Create a positive experience for the Lyft community.
• Provide support to drivers via chat, email, and phone.

Skills

Customer Service

Problem Solving

Empathy

Time Management

Communication

Education

High School Diploma

Tools

CRM System

Web-based User Support Applications

Job description

At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

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 able to have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across chat, email and phone.

Responsibilities:

• Create a personalized, positive and effortless experience for the Lyft community
• Provide friendly, timely support to Lyft drivers via chat, email and phone
• 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, required.
• 1+ years experience in 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
• Keen ability to work independently and in a team
• High level of comfort and familiarity with smartphone applications (iPhone and Android)
• Willingness to work a range of hours, weekends and holidays

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 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
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

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. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.