- Owns the relationship between Lyft and its top driver accounts and acts as their primary point of contact by being available when needed to provide top tier service.
- Be the voice of Lyft’s top drivers and provide feedback on how Lyft can better serve our drivers and influence the future of the business
- Highlights crucial feedback and collaborate across the CET business with key stakeholders to influence future business decisions to better serve our drivers
- Drive loyalty through every aspect of the end-to-end driver experience including education, the in-app experience, the in-car experience, payments, community and support
- Help us further develop a deep understanding of the driver life cycle, driver behavior, and driver motivation through customer insights
- Influence future lifetime value for users through targeted initiatives to increase customer retention, usage, and satisfaction measured by NPS (Net Promoter Score)
- Trained in cross-functional roles and empowered to provide solutions to customers in all areas of the business.
- Collaborate with peers and leaders across departments evaluating and developing solutions, to ensure an exceptional and seamless experience for our customers
- Active participant in Lyft's culture
EXPERIENCE AND SKILLS
- Bachelor’s Degree or equivalent work experience preferred
- 2+ years experience in customer service.
- Time spent in the hospitality industry is a plus
- Flexible schedule, willing to work off hours and weekends
- Demonstrate technical/professional expertise through problem resolution, while maintaining composure in critical situations and clearly communicate with both internal and external customers at all levels
- Strong knowledge of industry best practices for driving customer loyalty
- Confident in decision making, entrepreneurial self-starter, looks for opportunities to delight, and advocates for the customer
- Advanced problem-solving skills with the ability to think creatively to resolve difficult situations with a proven record of follow-through on assigned tasks
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty
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/
Jobs You May Like
Pop-Up Associate - Houston
Keyholder, Kansas City
Bonobos, Kansas City, MO
Customer Experience Agent
Slack, Toronto, Canada
Online Customer Experience
Everlane, San Francisco, CA
Customer Support Project Manager
Sales Supervisor (Full-Time) - Woodbury Common
rag & bone, Central Valley, NY