Social Support Associate, Customer Care Operations
Provides real-time customer support across social media and digital channels, resolving passenger and driver issues with empathy, precision, and sound judgment. Requires at least one year of customer service or sales experience and strong written communication skills.
About the job
Responsibilities
- Triage community problems, own issue resolution, and escalate to designated teams when necessary.
- Represent Lyft Support across social media and other digital channels with sound judgment.
- Resolve customer issues proactively and foster trust with passengers and drivers.
- Create personalized, positive, and effortless support experiences.
- Collaborate cross-functionally with Product, Marketing, and other teams to maintain a cohesive support voice.
- Advocate for the Lyft community.
- Work a wide range of hours, including overnight shifts and weekends.
Requirements
- 1+ year of experience in customer service or sales.
- Strong written communication and attention to detail.
- Emotional intelligence and experience working with people.
- Strong work ethic and proactive approach.
- Ability to work independently and collaboratively.
- Ownership mindset and commitment to follow-through.
- Strong time-management skills and ability to work through ambiguity.
Nice-to-haves
- 1+ year of experience with social media or communications.
Compensation and Benefits
- CAD $21.92–$27.40 per hour, excluding potential equity, bonus, and benefits.
- Extended health and dental coverage, life insurance, and disability benefits.
- Mental health, family-building, child-care, and pet benefits.
- Lyft-funded Health Care Savings Account.
- RRSP plan with company match.
- Paid time off and parental leave benefits.
- Subsidized commuter benefits and Lyft ride credits.
Skills
Customer Service, Social Media, Written Communication, Time Management, Issue Resolution, Emotional Intelligence, Cross-Functional Collaboration
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