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.