Uncubed

Customer Experience Team Lead

Lyft, Nashville, TN

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


Come be a trailblazing leader at our Nashville corporate office! In this Team Lead role, you will lead and mentor a team of associates fielding customer support inquiries from Lyft's customers through multiple channels. The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community and leading a team to drive results.

RESPONSIBILITIES

  • Lead shoulder to shoulder to deliver results to create and drive shared outcomes measured through SLA, FCR, and NPS
  • Inspire a team of 12-15 associates to provide world-class customer experience by leading, supporting, coaching, and mentoring in a fast paced environment
  • Proactively immerse in and own the customer experience, continuously build and assess best practices to create consistent customer experiences
  • Understand operational efficiencies; benchmarking industry best practices; analyze data and process; identify areas for improvement and implement change to enhance customer delight
  • Own the associate experience, consistently assess and measure behaviors that drive outcomes and encourage development of individual skills, knowledge, and understanding
  • Establish leadership presence by being involved in day to day team activities, interacting with and holding team members accountable, and participating in CET and Lyft leadership team

EXPERIENCE AND SKILLS

  • Bachelor's degree or equivalent
  • 3+ years experience in customer support
  • 2+ year experience leading others and coaching
  • Ability to build relationships with cross functional stake holders and drive shared outcomes
  • Customer obsessed with a track record for going above and beyond for the customer
  • Ability to lead in a fast­-paced environment subject to rapid change and ambiguity
  • Relevant start-up, technology, and customer care experience
  • Experience with process excellence a plus!
  • Bilingual is 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/