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At Lyft, we're committed to delivering exceptional customer experiences. To achieve this, we need a skilled Team Coach to support our Support Escalations team.
This role involves providing expert guidance to team members, handling complex escalations, and identifying opportunities for process improvement. You'll work closely with cross-functional partners to implement solutions that drive better outcomes for our customers.
Key Responsibilities:
- Identify gaps in associate content and process creation, working with content teams to make improvements.
- Participate in closed-loop processes to validate and prioritize feedback from multiple sources.
- Attend quality calibrations and complete agent audits to ensure high-quality support.
- Perform quality reviews to identify opportunities for process improvement and performance enhancements.
- Assist in developing and presenting business reviews to stakeholders.
- Support change management for process and operational changes.
- Supervise daily team operations and ensure seamless support delivery.
- Collaborate with internal teams to respond to escalations and maintain high-quality support.
- Coach new associates on customer experience and support best practices.
- Execute the NPS program to drive customer satisfaction.
- Proactively identify operational improvements and maintain a team knowledge base.
Requirements:
- 1+ years of experience in customer support or a related field.
- Flexible schedule and willingness to work off-hours and weekends.
- Comfortable working in GSuite and experience with JIRA and Tableau is a plus.
- Excellent organization, time management, and prioritization skills.
- Clear and concise written communication skills.
- Commitment to quality, accuracy, and consistency.
- Strong presentation skills and a flexible schedule.
This role will be in-office on a hybrid schedule, with the flexibility to work from anywhere for up to 4 weeks per year. Please submit your resume in English.
