Associate, Support Escalations (Customer Experience)

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.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience

The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and able to have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across chat, email and phone.

Responsibilities:

• Create a personalized, positive and effortless experience for the Lyft community
• Provide friendly, timely support to Lyft drivers via chat, email and phone
• Troubleshoot user problems with the Lyft app
• Document all support contacts in a CRM system
• Make recommendations based on feature requests and bugs reported by users
• Be a community advocate for Lyft

Experience:

• 1+ years experience in customer service, required.
• 1­+ years experience in call center a plus, but not mandatory
• Computer proficiency required
• 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 uncertainty
• Keen ability to work independently and in a team
• High level of comfort and familiarity with smartphone applications (iPhone and Android)
• Willingness to work a range of hours, weekends and holidays

This role is fully remote in Mexico City, candidates for this role must be based in the Mexico City metro area.

Please submit your resume in English.