Uncubed

Senior Trust & Safety Team Lead

Lyft, Nashville, TN

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


The Senior Trust & Safety Team Lead will report to the Senior Trust & Safety Manager. In this role you will have the opportunity to focus on the Trust and Safety team development and business improvement by leading and mentoring a team to respond to and resolve solve customer contacts via multiple contact channels.  The ideal candidate has a strong passion for leadership and driving and owning improvements across multiple lines of business while creating an unequaled level of service within our Lyft community.

Responsibilities

  • Support Senior Manager in leading and developing a group of Team Leads and Trust and Safety/Critical Response Specialists
  • Direct oversight of Team Leads in Driver Impacting Lines of Business including: SLA, Backlog, NPS, FCR, Agent NPS, Full Resolution Time and Channel Optimization
  • Define and champion strategic initiatives as senior leader amongst Team Lead group
  • Leader across CET by guiding associate development and team engagement (associate NPS)
  • Builds cross-functional relationships throughout organization while advocating for “best in class” customer experiences
  • Defines and champions process improvement opportunities through data analysis and cross-functional collaboration
  • Owns multiple delivery experiences - responsible for process mapping, updating and continuous improvement
  • Performance management of team - monitor and review direct reports work objectives and overall contribution to the team
  • Strategic business owner of key processes within the Trust & Safety Team

Your Skills & Experience

  • Ability to inspire and motivate team towards achieving team/company-wide goals
  • Passionate customer advocate
  • Define and state expectations and objectives with team members that align with a shared vision
  • Communicate well with multiple stakeholders and represents professionalism in the workplace
  • Comfortable in a fast-paced environment, subject to rapid change and uncertainty
  • Be aligned with Lyft’s Core values: Make it happen, uplift others create fearlessly and be yourself

Basic Qualifications

  • In good standing
  • Bachelor's degree or equivalent/relevant work experience
  • 5+ years of relevant experience in customer support/service
  • 3+ years proven success in a leadership role
  • Contact Center experience at leadership level

Preferred Qualifcations

  • 12 months in current leadership role
  • Expertise in all impacting trends and events within the lifecycle of our Drivers
  • Proven ability to manage and optimize multiple contact channels with primary foundations in written and voice
  • Other channels include, but not limited to: Email, SMS, Chat, Voice and Social Media
  • Experience in Lean/Six Sigma Process Excellence methodology - Green Belt Certification optimal
  • Proven ability in developing and driving strategies across multiple functions/teams
  • Strong partner management skills, with good interpersonal effectiveness, influence and ability to get things done through both formal and informal means with both internal and external audiences
  • Relevant start-up, technology, and contact center 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/