Customer Experience & Trust (CET) Specialist

Lyft, Nashville, TN

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

The CET Specialist is a recognized expert within their team, focused on providing delightful and trustworthy customer experiences, mentoring associates, and assisting team leaders on multiple business initiatives. Specialists will lead by example, and be a resource for their line of business answering associate questions, helping to ensure customer satisfaction and delight, and executing NPS closed loop program. A CET Specialist will proactively identify operational improvement 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 unsurpassed level of service for the Lyft community, calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations.


  • Available and present on the floor for their team during their shift to help deliver best in class service for our team and our customers
  • Support the growth of the CET team through active engagement in the recruiting and onboarding process
  • Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and associates
  • Deliver an exceptional, personalized service experience for Lyft users, through all channels that our Safety and Experience teams cover (phone, email, social, etc.)
  • Provide friendly, timely support to escalated Lyft drivers and passengers via phone, chat, social or email
  • Execute NPS program calling detractors, passives, and promoters
  • Proactively identifies operational improvements
  • Assisting in the maintenance of team knowledge base (Agent Help Center, Workflows, Process Improvements, etc.)
  • Mentor associates related to their line of business
  • Active participant in Lyft's culture. Participates in community events - Represents CET Mindset (scrappy, owner, accountable, customer focused)

Experience & Skills

  • Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our customers and associates
  • Demonstrated ability to work cross functionally and collaboratively in a team
  • Trusted and able to operate autonomously in their role with limited supervision
  • 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 uncertainty
  • High level of comfort and familiarity with the Lyft app and supporting technology
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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