Critical Response Associate (Overnight)

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 an overnight Critical Response Team Associate! You will be the front line of our Critical Response team, providing high quality customer service by fielding real-­time calls and emails from drivers and passengers on the overnight shift. 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 Critical Response team and exercise impeccable judgment as Lyft's representative 
  • 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, email, and other platforms
  • Meticulously document all support contacts in a CRM system
  • Be a community advocate for Lyft
  • Must have a flexible schedule and the ability to work some weekend days


  • 1+ years in Customer Service or Support
  • BA/BS or equivalent experience
  • Computer proficiency required
  • 1+ years of experience with social media or communications preferred
  • Strong verbal and written communication with excellent English, spelling, and vocabulary
  • Captivating copywriting skills and fastidious attention to detail
  • Aptitude to learn technical concepts in an ever changing environment
  • Able to be calm and collected in difficult and emotional situations
  • Friendly and enthusiastic, social personality
  • Capacity to work individually and as part of a collaborative team
  • Willingness to work 3rd Shift/Overnight Hours with 1-2 weekend days included in shift
  • Bilingual a plus


  • Passion for Lyft and the ridesharing industry
  • Familiarity with CRM and social tools
  • Wizardry with words particularly in 140 characters or less


  • Your personality naturally vibes with the Lyft brand voice, and you understand how to create a positive experience with the Lyft community
  • You are empathetic, fanatical about service, and capable of moderating a high volume of inbound content
  • You can stay calm under stress and think creatively to resolve difficult situations
  • You love making people happy, and are motivated to go above and beyond to make sure every Lyfter has a safe, fun and effortless experience
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/