Uncubed

Social Media Customer Experience Associate (Late Night)

Lyft, Nashville, TN

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


We are looking for a Social Media Customer Experience Associate who lives and breathes social media to join our newest office in Nashville! You will be Lyft’s voice on all social media channels, fielding questions and resolving issues from passengers and drivers in real-time. As an active representative of Lyft, you will strengthen our community by providing a helpful, effortless and trusted support experience.

RESPONSIBILITIES

  • Be Lyft’s voice on social media and other digital channels and exercise impeccable judgment as Lyft's representative 
  • Proactively solve issues and foster trust with our beloved passengers and drivers
  • Triage problems from our community and own issue resolution, escalating to designated team(s) when necessary
  • Create a personalized, positive and effortless experience for the Lyft community
  • Work cross-functionally with Product, Marketing and other teams to ensure a cohesive voice of support
  • Cover the occasional after-hours on-call shift
  • Be a community advocate for Lyft

EXPERIENCE AND SKILLS

  • Bachelor’s degree or equivalent
  • 1+ years of experience in customer service or sales mandatory
  • 1+ years of experience with social media or communications preferred
  • Computer proficiency required
  • Captivating copywriting skills and fastidious attention to detail
  • Emotional intelligence in spades and experience dealing with people 
  • Startup hustle and tireless work ethic
  • Keen ability to work independently and in a team
  • Strong ownership mindset and resolve to follow-through
  • Willingness to work 3rd Shift with 1-2 weekend days included in shift

ABOUT YOU

  • 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

BONUS POINTS

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