Critical Response Specialist - Overnight

Lyft, Nashville, TN

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

The Critical Response Customer Experience Specialist is an expert within the Trust & Safety team.  This role will be a resource for their line of business on their shift answering associate questions, taking escalations, and executing NPS closed loop program. A Customer Experience Specialist will proactively identify operational improvement (recipe updates) and participate in contributing to a speciality area or work cross-functionally within the customer experience team.   

The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community. The ideal candidate for this role is someone who is calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations.


  • Expert on team available over Slack and on the floor for their team during their shift to help deliver best in class service
  • Support the growth of the CET team through active engagement in the recruiting process
  • Assist in onboarding new associates in CET culture and outcomes
  • Coaching on customer experience
  • Create an exceptional, personalized service experience for Lyft users
  • Provide friendly, timely support to escalated Lyft drivers and passengers via phone, chat, social or email
  • Execute NPS program calling detractors and promoters
  • Responsible for interval service level and maintaining associate engagement in delivering timely support
  • Proactively identifies operational improvements
  • Responsible for maintaining team knowledge base (recipes)
  • Proactively communicate releases and team updates
  • Consistently produces actionable, error-free work
  • Mentor 1-3 associates in a fast-paced environment
  • Active participant in Lyft's culture & values
  • Participates in community events - Represents CET Mindset (scrappy, owner, accountable, customer focused)

Experience & Skills

  • 2+ years experience in customer support and minimum 1+ year on Lyft CET team
  • Flexible schedule, willing to work off­ hours and weekends
  • We place Associates in morning, afternoon, evening and overnight shifts.
  • Friendly and enthusiastic, social personality
  • Dependable and punctual with time management skills
  • Strong writing skills and impeccable attention to detail
  • Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
  • Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
  • Ability to quickly learn web­-based user support applications
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertaintyHigh level of comfort and familiarity with smartphone applications (iPhone and Android)
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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Want to learn more about Lyft? Visit https://www.lyft.com/