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.


  • 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

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