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 connects people to transportation to change the way we live and get around our communities. In this role, you will closely collaborate with all facets of the Safety and Customer Cares team (SCC) and will report directly to the SCC Learning & Performance Program Manager. We are seeking an ideal candidate who is a dynamic and creative individual, capable of fostering strong collaboration with leaders and trainers, and using QA team data to drive continuous improvement and excellence within the SCC team.

• Facilitate onboarding for new SCC team members and provide ongoing education for current SCC team members.
• Collaborate with operations, product, leadership and fellow team members to design and implement innovative and engaging training programs that support the achievement of individual and business objectives.
• Partner with the QA team to identify quality and consistency trends and gaps.
• Develop training programs with quantifiable success metrics.
• Address ad-hoc training needs and adjust priorities accordingly.
• Collaborate with program teams to enhance the internal knowledge base.

• 3+ years of customer service experience.
• 2+ years of support center/customer service training experience.
• Undergraduate degree or equivalent is required.
• A strong commitment to delivering exceptional customer experiences.
• Proven ability to manage multiple priorities in a fast-paced environment, with the flexibility to switch between tasks as needed.
• Experience in developing deliverables using Google Suite tools; additional experience in instructional design is a plus.
• Self-motivated with a strong drive for excellence.
• Exceptional analytical, listening, writing, critical thinking, and communication skills.
• Excellent interpersonal skills, promoting effective relationship-building and collaborative teamwork.
• Keen attention to detail and accuracy.
• Ability to work independently with timely and appropriate follow-up.
• Problem-solving and creative solution development abilities.
• Familiarity with Jira is preferred.
• Knowledge of Agile Scrum and sprint planning is advantageous but not mandatory.
• Be aligned with Lyft’s Guide to Making it Happen.
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• 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, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.

The expected range of pay for this position in the Nashville area is $62,730 - $69,700. 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.