At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

The vision of the Safety & Customer Care (SCC) team is to foster long-term loyalty to Lyft with every support interaction.  If we are successful, a Lyft customer will rarely interact with Lyft Support. But when that interaction occurs, their issue is resolved quickly, effectively, and with true care. For a Lyft customer, their experience of Support should be that “Lyft cares about me and made the experience easy.”

As an Analytics Lead, you’ll partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving our customer support experience. You’ll leverage your analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact.  Customer support at Lyft is evolving—integrating customer experience with AI to deliver faster, more personalized, and scalable solutions.  You will have a direct impact to redefining support as a strategic driver of customer trust and satisfaction.

• Tell a Story with Data: Interpret data into compelling narratives with clear recommendations that influence our product and customer support experience
• Sharing Insights that Matter: Monitor KPIs, uncover root causes behind performance shifts and present insights to senior leadership teams
• Collaborate Across Teams: Partner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goals 
• Measure Success: Define metrics used to measure the success of strategic initiatives and health of our customer support platform by building dashboards and tracking metrics over time
• Drive Operational Excellence: Measure business health, customer sentiment, monitor operational performance and identify opportunities for continuous improvement.

• 4+ years of experience in data analytics or a related analyst role, ideally within a high-growth tech or startup environment
• Skilled in communicating insights across audiences, with strong experience in written, verbal, and listening communication
• Proficient in working with SQL and Python (a plus), with hands-on experience analyzing large datasets and integrating inputs from multiple sources
• Demonstrated ability to translate ambiguous business challenges into structured analytical problems with minimal guidance
• Proven track record of using data to solve complex problems and connect detailed analysis to broader strategic goals
• Experience in building trust and collaborating across functions, with a strong ability to influence stakeholders and align on shared objectives

• 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 — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. 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 San Francisco area is $118,000 - $147,500. 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.