Social Support Associate, Customer Care Operations
Provides real-time customer support across social media and digital channels, resolving passenger and driver issues while representing Lyft’s brand voice. Requires at least one year of customer service or sales experience, excellent writing, sound judgment, and emotional intelligence.
About the job
Responsibilities
- Triage community problems, own issue resolution, and escalate to designated teams when necessary.
- Represent Lyft Support on social media and other digital channels with sound judgment.
- Proactively resolve issues and foster customer trust.
- Create personalized, positive, and effortless experiences for the Lyft community.
- 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 weekends.
Requirements
- 1+ year of customer service or sales experience.
- Strong written communication and meticulous 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 follow-through.
- Strong time-management skills and ability to work independently 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
Social Media, Written Communication, Customer Service, Communication, Time Management, Issue Resolution, Escalation Management, Emotional Intelligence
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