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Social Media Customer Experience Specialist - Nashville

Lyft, Nashville, TN

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


The Social Media Customer Experience Specialist is an expert on the end to end experience across all primary Social Media channels including Twitter and Facebook.  This role will be a resource for the New User and Social Media teams - answering associate questions, taking escalations, and executing the NPS closed loop program. The Social Media 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 our new users in the Lyft community. This candidate has the ability to juggle multiple priorities, clearly communicate with stakeholders, and create and maintain processes and resources that enable us to exceed customer expectations.

Responsibilities

  • Act as expert on team, available to Associates during their shift to help deliver and mentor around best in class service
  • Support the growth of the CET team through active engagement in the recruiting process
  • Partner with our Brand / Social Media team to drive cross functional deliverables
  • Collaborate with other Specialists to create processes for responding to inquiries about issues that impact customers on social media
  • Create an exceptional, personalized service experience for all Lyft users
  • Provide coaching on customer experience
  • Provide friendly, timely support to Lyft drivers and passengers via social or email
  • Deep dive into promotions/partnership NPS and executes the calling of detractors and promoters
  • Responsible for interval service level and maintaining associate engagement in delivering timely support
  • Proactively identify operational improvements
  • Responsible for maintaining team knowledge base
  • Proactively communicate releases and team updates to associates and partners
  • Consistently produces actionable, error-free work
  • Mentor associates in a fast-paced environment
  • Collaborate with Specialist in San Francisco
  • Solicit feedback from partner sites on issues/trends
  • Owns 1+ projects from start to finish, with counsel from manager, from ideation and planning to deliverable management and execution
  • Cover the occasional on-call shift
  • Active participant in Lyft's culture. Participates in community events - Represents CET Mindset (scrappy, owner, accountable, customer focused)

Your Experience & Skills

  • 2+ years experience in customer support (Social Support a plus) and minimum 1+ year on Lyft CET team
  • Bachelor's degree or equivalent
  • Flexible schedule, willing to work off­ hours and weekends
  • Friendly and enthusiastic, social personality
  • Adept writing skills and impeccable attention to detail
  • Ability to stay organized and manage around deadlines
  • Strong interpersonal skills, emphasis on relationship building and ability to influence decisions
  • Independent worker with ability to connect, think and work collaboratively
  • Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
  • Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
  • High level of comfort and familiarity with smartphone applications (iPhone and Android)
  • Dependable and punctual with time management skills
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/