[Hiring] Social Support Associate @Lyft

Role Description

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

The ideal candidate is a confident and clear communicator who:

• Consistently and thoughtfully represents Lyft support and Lyft’s brand across all channels.
• Handles sensitive situations with good judgment, resolving issues with empathy and precision.
• Understands that trust is built one interaction at a time and takes pride in creating a smooth experience for the entire community.
• Is highly organized and self-motivated, knowing when to resolve issues independently and when to escalate them.
• Works well with cross-functional partners to ensure Lyft's support & brand voice remains unified.
• Is reliable, detail-oriented, and dedicated to delivering excellent service to 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, exercising 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.

Qualifications

• 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.
• Flexible paid time off policy for salaried team members, allowing them to take off as much time as needed (with manager approval).
• Hourly team members get 15 days paid time off, with an additional day for each year of service.
• 18 weeks of paid time off for new parents, designed as a top-up plan to complement provincial programs.
• Subsidized commuter benefits and Lyft ride credits.

Company Description

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. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

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

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.

Lyft may use artificial intelligence to screen applicants; however, Lyft employees make the ultimate selection and hiring decisions.

This job fills an existing vacancy.