FAQs
What is the primary focus of the Senior Associate Program Incubation role?
The primary focus of the Senior Associate Program Incubation role is to enhance customer experience by advocating for the Lyft community, piloting new initiatives and programs, and supporting Lyft drivers and passengers through effective customer service across various communication channels.
What types of communication methods will I use to support Lyft users in this role?
In this role, you will provide friendly and timely support to Lyft drivers and passengers via phone, chat, and email.
What level of experience is required for this position?
Candidates should have 2+ years of experience in customer service or call center environments.
Are there flexible scheduling options for this position?
Yes, there is a flexible schedule, and candidates must be willing to work off-hours and weekends, with shifts available in the morning, afternoon, and overnight.
What skills are essential for the Senior Associate Program Incubation role?
Essential skills include strong writing and attention to detail, advanced problem-solving abilities, a friendly and enthusiastic personality, the ability to demonstrate empathy, and familiarity with smartphone applications.
What responsibilities do I have regarding documentation and feedback in this role?
You will document all support contacts in a CRM system, provide feedback to Support Operations and Product teams, and identify and document issues or potential blockers that hinder scalable solutions.
What kind of support will I offer to Lyft users with app-related problems?
You will troubleshoot user problems with the Lyft app, offering solutions and guidance to ensure a smooth and positive experience.
What benefits does Lyft offer to employees in this position?
Lyft offers a variety of benefits including great medical, dental, and vision insurance, mental health benefits, unlimited or generous paid time off, a 401(k) plan, paid parental leave, pre-tax commuter benefits, and exclusive opportunities through their Ridership Program.
What qualities are important to handle challenging situations effectively?
Important qualities include the ability to remain calm, demonstrate empathy, take initiative in resolving issues, and mediate or defuse challenging situations.
Will I have the opportunity to pilot new initiatives in this role?
Yes, as a Senior Associate Program Incubation, you will pilot new initiatives and experiments prior to their launch in order to evaluate their effectiveness and provide constructive feedback.