Sr. Associate, Compassionate Care (Overnight)

Socotra, Inc.; Nashville (TN); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Mental health benefits

Family building benefits

Child care and pet benefits

401(k) with company match

Paid time off

18 weeks paid parental leave

Commuter benefits

Lyft credits & Lyft Pink membership

Job summary

Lyft is seeking a compassionate Safety Support advocate to respond to the most egregious incidents on the platform. You will be the frontline for trauma-informed care, provide comfort to customers, and escalate to senior teams with clear, concise reports.

The role requires 2+ years managing sensitive cases in a fast-paced setting, excellent communication, and the ability to work autonomously on a hybrid schedule in Nashville. Bilingual is a plus.

Qualifications

• 2+ years experience handling multiple sensitive cases.
• Experience in a fast-paced environment.
• Excellent listener with strong verbal and written communication.
• Ability to exercise sound judgment under pressure.
• Committed to world-class customer care and safety.

Responsibilities

• Be a strong, caring 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 traumatic situations.
• Respond with empathy and sound judgment from start to finish.
• Identify risks, mediate; diffuse escalated situations.
• Support other Safety Support tiers with case reviews.
• Partner with Operations Center on credible threats.
• Collaborate with Crisis Communications on incidents involving media.
• Coordinate with Safety Policy on escalated reviews.
• Maintain advanced training to support customers after safety incidents.
• Operate autonomously with focus on customer needs.
• Assist leadership with data-driven process improvements.
• Work a flexible schedule, including nights and weekends.

Skills

Empathy

Communication skills

Multitasking

Stress management

Active listening

Integrity

Bilingual

Job description

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.

Lyft’s Safety Team is looking for a caring and empathetic individual to be part of the highest level of Safety response. This person will assist and support current Compassionate Care Sr. Associates and Specialists as the first response to customers involved in the most egregious incidents that occur on the Lyft platform. You must be able to provide a sense of comfort to customers involved in traumatic situations, as well as identify potential ways we can support them as they move forward and recover.

You must be comfortable working with Safety and Customer Cares team members, acting as the subject matter expert for all things Safety-related. Communicating confidently, efficiently and effectively is key, turning complex incidents and customer needs into concise reports for Safety leadership. We’re looking for someone who has the confidence and creativity to continue elevating Lyft’s Safety Support as the standard in world-class customer care.

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.

Experience:

• 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!

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 with company match 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
• Monthly Lyft credits and complimentary Lyft Pink membership

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 $20.11 - $25.13, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.