At Lyft, community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring. In this Lead role, you will lead and mentor a team of agents supporting customer inquiries related to Emerging Businesses across a diverse tooling stack. The ideal candidate is enthusiastic about creating a high level of service for the Lyft community and leading a team to drive results.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.

Responsibilities:

• Partner with cross-functional teams across SCC operations, product / engineering,  and marketing to develop and implement process improvements for high value products and lines of businesses.
• Able to adapt and think on their feet while managing continuous change. 
• Monitor root causes of product performance and identify connections, patterns or trends in the business.
• Understands and coaches behaviors that drive outcomes. Grooms and develops talent. Owns team engagement and understands how it connects to the overall customer experience and satisfaction. Knows how to ask the right questions and seeks to understand. Trusts and advocates for positive intent. 
• Influences and makes decisions and drives team performance and behaviors that impact outcomes. Is able to understand, anticipate and react to customer sentiment. 
• Works effectively in a team through sharing success, checking for understanding and impact of success across teams, driving shared outcomes and sharing best practices. 
• Embraces challenges, learns from feedback, inspired by and celebrates others success, persists despite obstacles.
• Gets intimately involved in data over processes, can identify issues and trends and provides proactive recommendations and levers available to resolve and is customer obsessed.  
• Drives process excellence through empowering and managing a team while delivering expected outcomes.

Experience:

• 3+ years experience in customer support
• 2+ years experience leading others and coaching
• 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
• Relevant start-up, technology, and customer care experience
• Experience with omnichannel support tooling

This role will be in-office on a hybrid schedule if an established Lyft Location is available to the Mexico City region — Hybrid Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

Please submit your resume in English.