FAQs
What are the primary responsibilities of the Senior Associate Program Incubation position?
The primary responsibilities include creating exceptional, personalized service experiences for Lyft users, providing friendly and timely support to drivers and passengers via phone, chat, and email, troubleshooting user problems with the Lyft app, piloting new initiatives, documenting support contacts in a CRM system, making recommendations based on user feedback, identifying potential issues, and advocating for the Lyft community.
What experience is required for this role?
Candidates must have at least 2 years of experience in customer service or a call center environment, be computer proficient, possess strong writing skills, demonstrate empathy, and have advanced problem-solving skills. Familiarity with smartphone applications (iPhone and Android) and the ability to learn web-based user support applications quickly are also required.
What kind of schedule can I expect if I take this position?
Candidates should be flexible with their schedule and willing to work off-hours and weekends. Lyft places Associates in morning, afternoon, and overnight shifts.
Is this position remote, or do I need to work in an office?
This role is hybrid, meaning that after the establishment of a Lyft office in Nashville, team members will be expected to work in the office 3 days per week on Mondays, Thursdays, and a team-specific third day. Additionally, there is the flexibility to work from anywhere for up to 4 weeks per year.
What kind of support will I provide to Lyft users?
You will provide support to Lyft drivers and passengers by resolving issues related to the Lyft app, addressing service inquiries, and offering solutions to a wide range of user problems across multiple communication channels.
What benefits does Lyft offer for this position?
Lyft offers great medical, dental, and vision insurance options, mental health benefits, family building benefits, unlimited paid time off for salaried team members (15 days for hourly), a 401(k) plan, 18 weeks of paid parental leave, pre-tax commuter benefits, and exclusive opportunities to test new benefits from their Ridership Program.
What skills are emphasized as important for this position?
Important skills include the ability to demonstrate empathy, initiative in resolving issues, creative problem-solving, strong time management, and exceptional attention to detail.
How is pay determined for this position?
The expected base pay range for this position in the Nashville area is $19.84 - $24.80 per hour, influenced by qualifications, experience, and geographic location. The range does not include potential equity offerings, bonuses, or benefits.
How does Lyft promote diversity and inclusion in the hiring process?
Lyft is committed to an inclusive and diverse workplace, considering all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or other prohibited bases. They also consider qualified applicants with criminal histories consistent with applicable laws.