Critical Response Associate

Lyft, Nashville, TN

Lyft is your friend with a car, whenever you need one

Come be a trailblazing member of our newest corporate office in Nashville, TN as a Critical Response Associate! You will be the front line  for our Lyft platform, providing high quality customer service by fielding real-­time incoming calls and emails from drivers and passengers.

You should have a high degree of emotional intelligence and maturity in order to empathetically respond to and address urgent and sensitive concerns. The ideal candidate for this role is someone who is calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations. You are also extremely detail oriented, able to multi task, and are able to represent and distill complex issues in an articulate manner.


  • Be the first point of contact for our Trust and Safety team
  • Create an exceptional, personalized service experience for Lyft users
  • Be a calm and empathetic voice in critical and emotional situations
  • Provide friendly, timely support to Lyft drivers and passengers via phone and email
  • Meticulously document all support contacts in a CRM system
  • Be a community advocate for Lyft


  • 1+ years in Customer Service or Support
  • Must have a flexible schedule and the ability to work weekends and evenings
  • Comfortable handling both inbound phone calls and support tickets/emails
  • Aptitude and willingness to learn technical concepts in an ever changing environment
  • Able to be calm and collected in difficult and emotional situations
  • Capacity to work independently and as part of a collaborative team, with minimal supervision
  • Ability to use sound judgement to assess and solve unique issues with minimal guidance
  • Strong verbal and written communication with excellent English, spelling, and vocabulary
  • Ability to type 50 WPM
  • BA/BS or equivalent experience
  • Bilingual a plus
Lyft is an EEO employer that actively pursues and hires a diverse workforce, and pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

About Lyft

Wherever you’re headed, count on Lyft for rides in minutes. The Lyft app matches you with local drivers at the tap of a button. Just request and go.

Ride by ride, we’re changing the way our world works.

Want to learn more about Lyft? Visit https://www.lyft.com/