Team Lead, Support Escalations

Lyft • San Francisco, CA

4h • $88,000 - $110,000 • Hybrid

About The Position

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.
The Support Escalations Team Lead is responsible for driving exceptional outcomes for our customers by ensuring their team is consistently achieving their goals. They lead and manage their team, providing strategic direction, ongoing coaching, data analysis, project management, and overseeing daily operations. This role includes leading, supervising, presenting, cross functional work, communication, and more.
The Team Lead is a strong leader and figurehead for their team. They are a key resource for their team members and peers. They handle escalations, answer associate questions, and share critical updates. The Team Lead proactively identifies opportunities for continuous operational improvement through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these insights, they collaborate with cross-functional partners and peers to implement both short-term and long-term solutions to enhance overall customer outcomes. They are willing to flex their schedule, work non-traditional hours, weekends and holidays to support our associates and cross functional partners
The ideal candidate is passionate about leadership and driving results and improvement on their team. They are empathetic, compassionate, and capable of leading in a fast paced, ambiguous environment. They are highly organized, focused, and thrive in a fast-paced work environment. They excel in navigating ambiguity and are exceptional at root cause analysis, continuous improvement, clear communication, flexibility, leadership, and team building.

Requirements

• Bachelor's degree a plus, but not required or relevant work experience
• 3+ years experience in customer support
• 2+ years experience leading others and coaching
• Call center experience a plus, but not mandatory
• Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our associates and cross functional partners
• Comfortable working in GSuite
• Ability to build relationships with cross functional stakeholders and drive shared outcomes
• Customer obsessed with track record for going above and beyond for the customer
• Ability to lead in a fast-paced environment subject to rapid change and ambiguity
• Proficient in critical workflows and processes with ability to act as a subject matter expert
• Excellent organization skills, time management skills, and the ability to prioritize tasks to meet business needs
• Clear and concise written communication skills
• Commitment to quality, accuracy, and consistency
• Strong presentation skills
• Friendly and enthusiastic, social personality

Nice To Haves

• Experience in JIRA and Mode is a plus!
• Experience with process excellence is a plus!

Responsibilities

• Lead shoulder to shoulder to deliver outstanding results, driving shared outcomes measured through key performance indicators such as SLA, AHT, CRS, RCR, and beyond.
• Lead a team of associates to provide a world-class customer experience by offering continuous support, coaching, development, and mentorship in a dynamic and fast-paced environment and foster a culture of excellence and growth.
• Take proactive ownership of the customer experience, ensuring that customer interactions are handled with the highest level of care and professionalism in all channels (chat, phone, email).
• Continuously evaluate and refine best practices and processes within the team to ensure consistent and exceptional customer experiences. Implement innovative solutions to improve efficiency and effectiveness.
• Understand and optimize operational efficiencies by benchmarking industry best practices, analyzing data and processes, identifying areas for improvement, and implementing changes to enhance customer obsession and satisfaction.
• Take ownership of the associate experience by regularly assessing and measuring behaviors that drive positive outcomes. Encourage the development of individual skills, knowledge, and understanding of their roles, fostering a supportive and growth-oriented environment.
• Maintain a visible and active leadership presence by engaging in day-to-day team activities, holding team members accountable, and collaborating with the Lyft Leadership Team. Lead by example and inspire confidence and trust within the team.
• Work closely with cross functional team members and peers to enhance both internal and external customer experiences. Share insights and strategies to drive continuous improvement across the organization.
• Analyze team performance data to identify trends, insights, and opportunities for improvement. Effectively communicate and present this data to senior leadership, telling a compelling story that highlights successes and areas for growth.

Benefits

• Great medical, dental, and vision insurance options with additional programs available when enrolled
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• 401(k) plan to help save for your future
• In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Subsidized commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level