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.

Lyft is looking for a detail oriented and experienced specialist to join our evolving Trust and Safety team. This individual will review a broad variety of Safety concerns and will be responsible for maintaining and optimizing a safe and happy global community of Lyft’s drivers and riders. We're looking for someone motivated to go above and beyond for our community members to instill trust in the Lyft platform. Join us to create, implement and expand our community's safety practices. 

The successful candidate will demonstrate an expert level understanding of egregious circumstances, empathetic communication, and will use their specialized skill set to review safety incidents with the goal of helping to mitigate the negative impact for the reporting victims and ultimately remove those that violate our Terms of Service and Community Guidelines from the platform. Ideal candidates will be passionate about working with the team to build a world-class safety organization; they consistently hold themselves and others accountable, keeping focus on their team’s overall goals and putting others before themselves.. They will be passionate about identifying policy and helping to create a platform to provide the best end to end experience for the riders and drivers in our community, especially when related to decision making due to safety-related incidents. 

• Exemplify customer obsession by strong safety advocate for our community while providing fair resolutions to customers problems
• Utilize cross functional communication and relationships to drive the best outcome for the customer and Lyft 
• Be accountable to key performance metrics set for the team such as SLAs, quality measures, and decision timelines 
• Review deactivation decisions to ensure they were made in adherence to Lyft’s Community Guidelines and compliant to the Lyft deactivation matrix
• Advocate for the right thing for the customer and use strong investigative skills to make difficult decisions about users accounts 
• Maintain high levels of confidentiality while performing account reviews, and comprehensively document research and decisions through written reports
• Work to educate our riders/drivers to promote positive experiences and maintain safety while operating within the Lyft platform
• Trusted owner for resolution of safety deactivations 
• Identify potential risks, mediate, and diffuse situations
• Utilize nuanced and complex problem solving skills to ensure resolution for our customers
• Strong ability to solve in times of limited structure or in situations with no precedent

• 2+ years experience in customer support or an applicable role
• Background in advocacy, crisis management, mediation or e-commerce customer service experience.
• Experience with previous change management; ability to thrive in a fast-paced ever-changing environment. 
• Experience resolving conflicts in a detailed, effective, and timely manner.
• Be empathetic and sensitive to our community while serving as the decision maker
• Experienced in customer de-escalation and escalated the incident response 
• An expert communicator, both verbal and written
• Bachelor's degree or equivalent a plus
• Bilingual a plus!

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

This role will be in-office on a hybrid schedule following 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, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $41,260 - $51,580. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.