Senior Safety Support Advocate | Trauma Response Lead

Xapply; Nashville (TN); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Mental health benefits

401(k) with company match

Paid time off (holidays & PTO)

Parental leave

Job summary

Lyft is seeking a compassionate Safety Support professional in Nashville to act as a primary escalation point and victim advocate for customers after traumatic incidents. The role emphasizes empathy, rapid reporting, and cross-team collaboration to improve safety outcomes.

The position requires 2+ years handling sensitive cases in a fast-paced setting, with strong communication and the ability to work non-traditional hours.

Qualifications

• 2+ years experience in managing multiple cases while supporting customers involving extremely sensitive customer issues.
• Experience in a fast-paced, growing environment.
• Able to manage their own stress levels while providing world-class care to customers who have been through a potentially severely traumatic incident.
• Proven ability to operate and demonstrate sound judgment in gray areas and under high pressure.
• A great listener, empathetic, and sensitive to our individual community members’ needs.
• Impeccable communication skills, both written and verbal.
• Excellent multi-tasking skills, able to set own priorities and manage time effectively.
• Self-motivated and ready to take on highly escalated callers at a moments notice.
• Operate with high standards and integrity.
• Passion for Lyft and our mission.
• Bilingual a plus!

Responsibilities

• 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.

Skills

Empathy

Active listening

Stress tolerance

Communication

Multitasking

Self-motivation

Integrity

Bilingual (nice to have)

Job description

Lyft is seeking a compassionate Safety Support professional in Nashville to act as a primary escalation point and victim advocate for customers after traumatic incidents. The role emphasizes empathy, rapid reporting, and cross-team collaboration to improve safety outcomes.

The position requires 2+ years handling sensitive cases in a fast-paced setting, with strong communication and the ability to work non-traditional hours.