At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

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.

The ideal candidate is someone who is obsessed with customer experience and understands what it means to go above and beyond as an advocate for the Lyft community. Your customer base will primarily be Livery Drivers consisting of  Fleet Owners, Fleet Managers and Owner Operators. Other areas of support may consist of drivers who volunteer to use our advertisement devices inside their vehicle that enhance the customer experience through Lyft Media. 

We are looking for a candidate who is able to be calm in the face of a storm, caring and compassionate, and have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across phone, email and chat. You should demonstrate an expert-level understanding of egregious or unique circumstances, clear communication, and will use your specialized skill set to resolve support interactions with the goal of helping to mitigate the negative impact for customers through thoughtful and useful feedback.  

• Create an exceptional, personalized service experience for Lyft users
• Provide friendly, timely support  via phone, chat and email
• Troubleshoot user problems with the Lyft app or devices
• Pilot new initiatives and experiments prior to launch
• Work a range of cases in terms of complexity and issue type
• Document all support contacts in a CRM system
• Make recommendations based on feature requests and bugs reported by users
• Provide feedback to Support Operations and Product teams on the customer and agent experience
• Identify and document issues and  potential blockers preventing scalable solutions
• Be a community advocate for Lyft
• Trusted by peers and cross-functional partners to do what it takes to meet the needs of our customer
• Contributes to an inclusive environment, supporting team members
• Promotes collaboration, values diverse viewpoints
• Step in when needed to assist Peers
• Do what is right and not afraid to challenge the status quo
• Utilize all tools available and proactively seeks out other ways to solve when lacking information
• Remain cognisant of Lyft’s vision when making decisions that impact the bottom line
• Think critically about tasks/projects and how to define and optimize for the best outcome
• Utilize root cause analysis to solve customer issues
• Acts as Subject Matter Expert to help and drive outcomes in LOB

• Flexible schedule, willing to work weekdays and weekends. 
• 2­+ years experience in customer service or call center 
• Computer proficiency required
• Friendly and enthusiastic, social personality
• Dependable and punctual with time management skills
• Strong writing skills and impeccable attention to detail
• Demonstrate empathy and the ability to take initiative on doing the right thing for the customer
• Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations, often in unprecedented situations
• Ability to quickly learn web­-based user support applications
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
• High level of comfort and familiarity with smartphone applications (iPhone and Android)
• Maintain high levels of confidentiality while performing account reviews, and comprehensively document research and decisions through written reports
• Identify potential risks, mediate, and defuse situations

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.