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.

Lyft Support’s mission is to provide fast, efficient, fair, and consistent resolution to any issue a customer has on the Lyft Platform. Our in-app and web Help Center is the customer-facing entry point to all things support. It’s where our drivers and riders learn about Lyft’s features and how to self-solve their issues. Our internal knowledge base is where agents turn to for support in resolving our customers’ support concerns.

As a Sr. Specialist, you’ll be responsible for writing support content that enables riders and drivers to solve their own issues without contacting support, and associate content that enables agents to identify and solve customer concerns when they do need to contact support. The ideal candidate is an intellectually curious writer who is thorough, analytical, and undaunted by research and fast-paced change. This position requires a wordsmith who loves interviewing subject-matter experts across Lyft, learning, and breaking down complex topics/processes into simple, engaging, findable content.

• Strategize on how to deliver effective content for various topics; write and edit copy for Lyft’s associate and help content (web, in-app, and Lyft’s internal knowledge base), including articles, process maps, glossary terms, customer support messages, as well as other support materials
• Collaborate across multiple teams (Product, Legal, Customer Experience, Training) to maintain support documentation and ensure consistency between Lyft policies and support content 
• Manage incoming requests and tasks, and serve as a point of contact for teams seeking content assistance
• Produce high-quality, user-friendly content deliverables, adhering to defined project plans and shifting timelines
• Translate complicated concepts, processes, workflows, policies, or legal documents into jargon-free copy that makes sense to associates, drivers, and riders
• Monitor content usage; evaluate content effectiveness and provide recommendations and strategies that increase content accuracy, findability, and clarity

• Undergraduate degree or equivalent required 
• Superior written and verbal communication skills
• 2+ years of experience in content creation/management/editing or technical writing, preferably in a customer-focused or operations role
• A portfolio of work that demonstrates high-quality content 
• Comfortable managing multiple projects in a fast-paced environment that’s subject to rapid change and uncertainty
• Demonstrates self-motivation, commitment to excellence, attention to detail, and the ability to see the big picture 
• Strong interpersonal skills, with the ability to build relationships and work collaboratively
• Strong problem-solving skills, with the ability to understand and meet business needs in a feasible and strategic way

• 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 $59,040 - $73,800. 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.