Social Support Associate, Customer Care Operations

Title: Social Support Associate, Customer Care Operations

Location: Toronto, Canada

Job Description:

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.

You will be Lyft support’s voice on all social media channels, fielding questions and resolving issues from passengers and drivers in real-time.  As an active representative of Lyft, you will strengthen our community by providing a helpful, effortless and trusted support experience.

The ideal candidate is a confident and clear communicator who consistently and thoughtfully represents Lyft support and Lyft’s brand across all channels to fully resolve our customers needs. They handle sensitive situations with good judgment, resolving issues with empathy and precision. They understand that trust is built one interaction at a time and take real pride in creating a smooth experience for our entire community.

They are highly organized and self-motivated, understanding when to resolve issues independently and when to escalate them. They work well with cross functional partners to ensure Lyft's support & brand voice remains unified. Most importantly, they are reliable, detail-oriented, and dedicated to delivering excellent service to our customers.

Responsibilities:

• Triage problems from our community and own issue resolution, escalating to designated team(s) only when necessary
• Be Lyft’s support voice on social media and other digital channels and exercise impeccable judgment as Lyft's support representative 
• Proactively solve issues and foster trust with our beloved customers
• Create a personalized, positive and effortless experience for the Lyft community
• Work cross-functionally with Product, Marketing, and other teams to ensure a cohesive voice of support
• Be a community advocate for Lyft
• Willingness to work a wide range of hours and weekends

Experience:

• 1+ years of experience in customer service or sales mandatory
• 1+ years of experience with social media or communications is a plus! 
• Captivating written communication skills and fastidious attention to detail
• Emotional intelligence in spades and experience dealing with people 
• Strong work ethic and proactive nature
• Keen ability to work independently as well as with a team
• Ownership mindset and resolve to follow-through
• Ample time management skills - able to work independently through ambiguity.  

Benefits:

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a Lyft funded Health Care Savings Account
• RRSP plan with company match to help save for your future
• In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service 
• Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits and Lyft ride credits

Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process.  

This role is fully remote in Toronto, candidates for this role must be based in the Toronto metro area. #Remote

The expected base pay range for this position in the Toronto area is CAD $21.92 - CAD $27.40 per hour, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.