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Senior Customer Experience Team Lead - Payments Lifecycle

Lyft, Nashville, TN

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


The Senior Customer Experience Team Lead will report to the Customer Experience Team Manager. In this role you will have the opportunity to focus on team development and business improvement by leading and mentoring a team to resolve customer contacts via multiple contact channels. In addition, this role will be able to showcase expertise in how payments are calculated and move throughout our network and their impact to both Drivers and Pax. This will result in centralized ownership of the Pay Experience we provide customers.

The ideal candidate has a strong passion for mentoring and owning improvements across multiple lines of business while creating an unequaled level of service within our Lyft community.

Responsibilities

  • Support CE Manager in leading and developing a group of Team Leads and Customer Experience Specialists
  • Direct oversight of Team Leads in Payment Impacting Lines of Business including: SLA, Backlog, NPS, FCR, Agent NPS and Full Resolution Time
  • Define and champion strategic initiatives as senior leader amongst Team Lead group
  • Leader across CE 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 Customer Experience Team

  • 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
  • Bachelor's degree or equivalent/relevant work experience
  • 5+ years of relevant experience in customer support/service
  • 3+ years proven success in a leadership or mentor role
  • Contact Center experience at leadership level

Bonus Points!

  • Strong knowledge of Payment Processing and relevant optimizations
  • 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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Ride by ride, we’re changing the way our world works.

Want to learn more about Lyft? Visit https://www.lyft.com/