Customer Support Analyst

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive. Lyft is looking for a detail oriented and experienced specialist to join our evolving Trust and Safety team. This individual will review a broad variety of Safety concerns and will be responsible for maintaining and optimizing a safe and happy global community of Lyft’s drivers and riders. We're looking for someone motivated to go above and beyond for our community members to instill trust in the Lyft platform. Join us to create, implement and expand our community's safety practices.  The successful candidate will demonstrate an expert level understanding of egregious circumstances, empathetic communication, and will use their specialized skill set to review safety incidents with the goal of helping to mitigate the negative impact for the reporting victims and ultimately remove those that violate our Terms of Service and Community Guidelines from the platform. Ideal candidates will be passionate about working with the team to build a world-class safety organization; they consistently hold themselves and others accountable, keeping focus on their team’s overall goals and putting others before themselves.. They will be passionate about identifying policy and helping to create a platform to provide the best end to end experience for the riders and drivers in our community, especially when related to decision making due to safety-related incidents.  RESPONSIBILITIES: * Exemplify customer obsession by strong safety advocate for our community while providing fair resolutions to customers problems * Utilize cross functional communication and relationships to drive the best outcome for the customer and Lyft  * Be accountable to key performance metrics set for the team such as SLAs, quality measures, and decision timelines  * Review deactivation decisions to ensure they were made in adherence to Lyft’s Community Guidelines and compliant to the Lyft deactivation matrix * Advocate for the right thing for the customer and use strong investigative skills to make difficult decisions about users accounts  * Maintain high levels of confidentiality while performing account reviews, and comprehensively document research and decisions through written reports * Work to educate our riders/drivers to promote positive experiences and maintain safety while operating within the Lyft platform * Trusted owner for resolution of safety deactivations  * Identify potential risks, mediate, and diffuse situations * Utilize nuanced and complex problem solving skills to ensure resolution for our customers * Strong ability to solve in times of limited structure or in situations with no precedent EXPERIENCE: * 2+ years experience in customer support or an applicable role * Fluent in spoken and written English, with strong customer communication skills * Background in advocacy, crisis management, mediation or e-commerce customer service experience. * Experience with previous change management; ability to thrive in a fast-paced ever-changing environment.  * Experience resolving conflicts in a detailed, effective, and timely manner. * Be empathetic and sensitive to our community while serving as the decision maker * Experienced in customer de-escalation and escalated the incident response  * An expert communicator, both verbal and written * Bachelor's degree or equivalent a plus Please submit your resume in English.

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive. Lyft’s Safety Team is looking for a caring and empathetic individual to be part of the highest level of Safety response. This person will assist and support current Compassionate Care Sr. Associates and Specialists as the first response to customers involved in the most egregious incidents that occur on the Lyft platform. You must be able to provide a sense of comfort to customers involved in traumatic situations, as well as identify potential ways we can support them as they move forward and recover.  You must be comfortable working with Safety and Customer Cares team members, acting as the subject matter expert for all things Safety-related. Communicating confidently, efficiently and effectively is key, turning complex incidents and customer needs into concise reports for Safety leadership. We’re looking for someone who has the confidence and creativity to continue elevating Lyft’s Safety Support as the standard in world-class customer care. RESPONSIBILITIES: * Be a strong, caring, and empathetic victim advocate for the Lyft community. * Act as the highest level of escalation for our Safety Support teams. * Focus on building trust and long-term relationships with customers during extremely sensitive situations to ensure they feel supported. * Respond with empathy and sound judgment, working with the customer end to end. * Identify potential risks, mediate, and diffuse escalated situations. * Support other tiers of Safety Support with case reviews. * Partner with the Lyft Operations Center on credible threats to team members or locations * Partner with the Crisis Communications team on safety incidents involving media. * Partner with the Safety Policy and Community Compliance team on escalated cases that require review. * Learn and maintain advanced levels of training focused on supporting and being a victim advocate for customers after a safety incident. * Ability to operate autonomously while focusing on customer needs.  * Support leadership in developing and implementing projects by providing insight into current data and process improvements for the Safety org. * Flexible schedule, willing to work non-traditional hours, including nights and weekends. EXPERIENCE: * 2+ years experience in managing multiple cases while supporting customers involving extremely sensitive customer issues. * Experience in a fast-paced, growing environment. * Able to manage their own stress levels while providing world-class care to customers who have been through a potentially severely traumatic incident. * Proven ability to operate and demonstrate sound judgment in gray areas and under high pressure. * A great listener, empathetic, and sensitive to our individual community members’ needs. * Impeccable communication skills, both written and verbal. * Excellent multi-tasking skills, able to set own priorities and manage time effectively. * Self-motivated and ready to take on highly escalated callers at a moments notice. * Operate with high standards and integrity. * Passion for Lyft and our mission. * Bilingual a plus! Please submit your resume in English.