Responsibilities

Be the first point of contact for Partners regarding healthcare rides or enterprise accounts
Create an exceptional, personalized service experience for Lyft Business customers
Be a calm and empathetic voice in critical and emotional situations
Provide friendly, timely support via phone, chat and email
Meet/exceed efficiency and customer satisfaction KPIs
Teach and learn from peers and colleagues to maximize everyone's contribution
Provide feedback to cross-functional stakeholders on process or product improvements

Requirements

Minimum one (1) year of experience working in a directly customer-facing role via written, chat, and/or phone channels
Experience working in a fast-paced environment while being efficient with time and detail-oriented
Impeccable communication skills with empathy, complex instructions delivered warmly, succinctly, and with flawless spelling and grammar
Strong problem-solving skills with active listening, thoughtful questions, and methodical solution development
Strong teamwork skills with ability to build relationships and seize opportunities to teach and learn from peers
Analytical curiosity and commitment to improve by synthesizing inputs from customer issues to identify trends
Willingness to work a flexible schedule including mornings, nights, weekends, and holidays

Experience working within Zendesk (ticketing) and Intercom (live chat), or comparable platforms