At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Are you passionate about solving complex customer challenges and driving meaningful business impact? We're looking for a Senior Specialist to join our Customer Advocacy team, where you'll own our most complex customer escalations while serving as a strategic voice for customer experience improvements. You'll be the trusted expert handling high-stakes customer escalations (forwarded by our executive leadership team) with grace and professionalism.

In this role, you'll be the expert who steps in when our customers face their most challenging or frustrating issues. You'll not only resolve these cases but also identify patterns, communicate insights to leadership, and drive systemic improvements that prevent future issues. Your ability to communicate professionally, act swiftly, and advocate for customers while managing sensitive stakeholder dynamics will be crucial to your success. This individual contributor role is perfect for someone who thrives under pressure, values organization and attention to detail, and has a natural instinct to advocate for customers while maintaining strong business judgment.

If you’re looking to make an impact – to serve and connect – we’d love to hear from you!

• Resolve high-visibility customer issues that have been escalated through executive channels with exceptional care
• Coordinate with internal teams to expedite resolutions while maintaining clear documentation and communication trails
• Ensure all customer interactions reflect the highest standards of professionalism and customer advocacy
• Craft clear, professional written updates for executive stakeholders and customers throughout case resolution
• Proactively communicate status updates, potential delays, and resolution plans to all relevant parties
• Translate technical issues or policy constraints into customer-friendly language
• Recognize when cases require creative solutions or policy exceptions and navigate approval processes effectively
• Build trust and rapport with customers who may be frustrated due to the escalated nature of their issues
• Maintain impeccable organization and case management practices to ensure nothing falls through the cracks
• Share insights from executive escalations with leadership to identify potential process and/or product improvements
• Serve as a model for professional customer interaction standards across the team
• Support continuous improvement initiatives based on patterns observed in escalated cases

• 2+ years in customer-facing roles, ideally in customer support, customer success, or account management
• Experience working with executive stakeholders or handling escalated customer situations with some level of ambiguity
• Track record of managing sensitive customer relationships with professionalism and tact
• Comfortable working in fast-paced environments where priorities can shift based on executive needs
• Experience with CRM platforms (ie. Zendesk), JIRA, and Slack
• Skills:
  • Bias for Action: You move quickly to address customer concerns and don't let issues linger
  • Exceptional Judgment: You can read between the lines, understand stakeholder dynamics, and make smart decisions about how to approach sensitive situations
  • Professional Written Communication: Your emails and case updates are clear, concise, and polished - you understand that your communication reflects on the entire organization
  • Strong Organization: You're naturally detail-oriented and can manage multiple high-priority cases simultaneously
  • Customer Advocacy Mindset: You genuinely care about customer outcomes and will go to bat for them while balancing business realities
  • You remain calm and composed when dealing with upset customers or high-pressure situations
  • You're naturally diplomatic and can navigate complex stakeholder situations with grace
  • You have a keen sense of urgency and understand the business impact of executive-level escalations
  • You can balance empathy for customers with practical business constraints

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

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. 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, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. 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, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. 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 $50,180 - $62,730. 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.

Total compensation is dependent on a variety of factors, including qualifications, experience, and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.