Uncubed

VIP Experience Specialist

Lyft, Nashville, TN

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


The VIP Experience Specialist will play an integral part in working directly with our most loyal Lyft drivers.   This individual's role will be to maintain relationships that encourage drivers to consistently deliver memorable, unique and uplifting experiences for our passengers.  They will be tasked with helping to innovate and improve upon the end-to-end customer experience by increasing retention and loyalty.

The ideal candidate is enthusiastic about creating an unparalleled level of service for the Lyft community. The ideal candidate is caring and compassionate, has a strong sense of empathy in difficult situations, and can remain calm in the face of a storm.  We're looking for someone motivated to go above and beyond for our customers on a daily basis to instill trust in the Lyft platform.

RESPONSIBILITES

  • 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
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/