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.

Specifically, our goal for solving last mile mobility is to lay the foundation for winning on bikes and scooters.

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.

As an Associate for this team, you will be the voice of Lyft, fielding escalations from riders on social media, phone, and email. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations. Our team consists of Associates supporting customers across phone, email and social media.

• Create an exceptional, personalized service experience for Lyft users
• Handle escalations for our riders and provide internal support for our teams and partners 
• Provide friendly, timely support to Lyft riders via phone, email and social media
• Troubleshoot user problems with the Lyft app
• Document all support contacts in a CRM system
• Make recommendations based on feature requests and bugs reported by users
• Be a community advocate for Lyft

• 1­+ years experience in customer service or call center a plus, but not mandatory
• Bachelor's degree or equivalent
• Flexible schedule, willing to work off­ hours and weekends. 
• Computer proficiency required
• Friendly and enthusiastic, social personality
• Dependable and punctual with time management skills
• Strong writing skills and impeccable attention to detail
• Demonstrates 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
• 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)

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, Wednesdays, and Thursdays. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid Please submit your resume in English.