Empleos actuales relacionados con Team Coach, Driver Onboarding - Ciudad de México, Ciudad de México - Lyft

  • Driver Growth Operations Sr Analyst

    hace 3 días

    Ciudad de México, Ciudad de México DiDi Global A tiempo completo

    Company OverviewDiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...

  • Psychic Coach

    hace 5 horas

    Ciudad de México, Ciudad de México LiftTalk A tiempo completo

    Job DescriptionConduct online psychic coaching sessions via our mobile app using text, voice, or video.Provide intuitive guidance through methods such as tarot, oracle cards, energy reading, mediumship, astrology, or clairvoyance (based on your expertise).Help clients navigate emotional concerns, life decisions, relationship questions, career direction, and...

  • Sr. Sales Manager, Ads

    hace 1 día

    Ciudad de México, Ciudad de México Amazon A tiempo completo

    Are you an advertising sales leader with a reputation for developing and motivating the best talent? Do you consider yourself a coach and a mentor in your current organization? Do you have a track record of success at driving top sales results and building sales teams?We are looking for an analytical thinker who has experience, and will be excited to develop...

  • Engineering Team Lead

    hace 2 semanas

    Ciudad de México, Ciudad de México Lateral Group A tiempo completo

    Lateral stands for technology excellence.We're a profitable, award-winning design and technology company with over 20 years of experience launching bold ventures and transforming businesses. A globally distributed team of 200+ experts united by a shared purpose: the continuous pursuit of quality.Our clients come to us for results, quality and craft - and...

  • Internal IT Support Team Lead

    hace 1 día

    Ciudad de México, Ciudad de México en Plata Card A tiempo completo

    Únete a Plata Card y forma parte de la revolución financiera que está cambiando MéxicoPlata es un banco digital que revoluciona la banca con servicios financieros más justos, simples y centrados en las personas. En Plata Card combinamos tecnología, propósito y agilidad para ofrecer productos financieros accesibles y confiables. Al integrarte como...

  • Build Team Specialist, Contract

    hace 1 semana

    Ciudad de México, Ciudad de México PetDesk A tiempo completo

    About this Role As an independent Build Team contractor, you will support the company's VoIP phone systems by building, integrating, and troubleshooting solutions for veterinary practices. Leveraging technical expertise and strong problem-solving skills, you will ensure seamless integration with practice management software, enabling reliable communications...

  • Tier II Technical Support Team Lead

    hace 1 día

    Ciudad de México, Ciudad de México Owner A tiempo completo

     About Owner is the AI growth system for local restaurants. Our AI continuously improves SEO, marketing, and online ordering to grow first-party orders. Unlike other companies that force small business owners to master their software to drive sales, Owner gives them a proven system run by experts. Owner is like having an army of engineers and marketers on...

  • Call Center Trainer

    hace 3 días

    Ciudad de México, Ciudad de México New Frontier Immigration Law A tiempo completo

    Why Apply to New Frontier Immigration LawAt New Frontier Immigration Law, we don't just practice law. We fight for freedom, we keep families together, and we change lives, including our own.We are on a mission to impact 1 million immigrants across the U.S. This isn't just a workplace. It's a movement. We don't hire employees, we recruit people with empathy...

  • Brand Specialist MX Retail CO, AVS MX CO team

    hace 2 semanas

    Ciudad de México, Ciudad de México Amazon A tiempo completo

    Amazon Mexico's Consumables Retail team is looking for a data driven, customer-obsessed, hands on and creative candidate to join our team. As a Brand Specialist, you'll own selected brands to help drive growth and help deliver a best-in-class customer experience on , while facilitating great business relationships with some of Amazon's highest visibility...

  • Manager, Launch Management

    hace 1 día

    Ciudad de México, Ciudad de México Glia A tiempo completo

    About GliaGlia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess Architecture. With AI for All, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate...

Team Coach, Driver Onboarding

hace 60 minutos

Ciudad de México, Ciudad de México Lyft A tiempo completo

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.

We are seeking a highly motivated and experienced Coach to join our Safety and Customer Care team As an SCC Team Coach, you will play a pivotal role in supporting operations and driving our customer-facing teams to achieve their goals and deliver exceptional customer outcomes. You will partner closely with leadership within a customer-facing segment to provide daily agent and ticket monitoring, in-depth ticket and data analysis, and project and initiative support. The ideal candidate is a fast learner, able to quickly become a customer segment  subject matter expert, who has an eye for high-quality support and the skills to self-identify and drive improvements to policies, processes, and training that uplevel the agent and customer experience. 

The Team Coach is a critical resource for their line of business, highly knowledgeable in issue type, content, and policy and able to identify trends and turnkey into actionable opportunities. They are frontline obsessed, staying close to agent and customer data and experiences to pinpoint issues and drive continuous improvement in our operation for their team. The Coach regularly engages in root cause analysis, deep dives into tickets or data, and performs agent observations and shadowing. They work closely with Team Leads, Managers and cross-functional teams (including training, content, analytics) to implement short and long term solutions to improve overall outcomes for our customers. 

The ideal candidate is enthusiastic about creating an unequaled level of service for the Lyft community. This candidate is caring and compassionate, and has a strong sense of what best-in-class support looks and feels like for customers. They're focused and organized in an incredibly fast paced work environment, able to work through ambiguity, and adept at root cause analysis and continuous improvement. They're curious, data-driven and able to think outside the box to drive innovative solutions at scale.

Responsibilities:
  • Identify gaps in associate content and process creation and improvement - working with content teams and support services as needed to make changes or updates to content. 
  • Lead change management for process and operational changes that enhance the customer experience for the teams 
  • Conduct quality audits, live ticket audits and side-by-sides with associates; proactively identifies operational improvements from quantitative and qualitative data
  • Drive closed loop processes to validate and prioritize feedback from multiple sources such as team syncs, business reviews, ticket observations, Compass feedback, quality calibrations, etc
  • Attend SCC quality calibrations and complete agent audits 
  • Perform quality reviews/audits to identify opportunities for process improvement and/or performance opportunities that drive right resolve and experience for customers
  • Assist in the development and presentation of Weekly/Monthly/Quarterly Business Reviews; analyze data and proactively identify operational improvements
  • Support and monitor daily team operations alongside leadership to drive results and OKRs
  • Act as a subject matter expert in and identify training needs, training creation, and/or partner with training as SMEs as needed
  • Support the growth and development of agents through active engagement in the onboarding and training process; assist in onboarding and continuous coaching of associates
  • Serves as expert on team, readily available to support their team to help deliver best in class service; coordinates closely with leadership, peers and cross-functional teams to respond to internal and external stakeholders around escalations; occasional evening and weekend coverage
  • Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and associates
  • Models delivery of an exceptional, personalized service experience for Lyft users, through all channels (phone, email, chat, etc.) 
Experience:
  • 3+ years experience in customer support or related field
  • Customer-centric and grounds approach in doing the right thing for the customer
  • Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our associates and cross functional partners
  • Strong data analysis skills; ability to use data to drive decisions and problem-solving
  • Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
  • Clear and concise written communication skills; strong presentation skills
  • Excellent organization skills, time management skills, and the ability to prioritize tasks to meet business needs
  • Commitment to quality, accuracy, and consistency
  • Comfortable in a fast-­paced environment, subject to rapid change and uncertainty 
  • Able to learn quickly and develop subject matter expert on customer segment/issues
  • Experience in web-based user support applications; JIRA and Mode is a plus

Please submit your resume in English.