Team Lead, Support Escalations

JobsCloseBy Editorial Insights

Lyft is seeking a Team Lead, Support Escalations in Nashville to guide a fast moving team, own escalations, coach and develop talent, analyze data, and partner with cross functional teams to continuously improve the customer experience. You’ll drive key KPIs such as SLA, AHT, CRS and RCR while building a culture of accountability and growth. The ideal candidate has 3+ years in customer support, 2+ years leading others, strong root cause analysis and the ability to navigate ambiguity in a fast paced environment. Be prepared to flex your schedule including weekends and holidays; highlight leadership impact, data storytelling, and cross functional collaboration in your resume. This is a hybrid in-office role with three core Nashville days and comprehensive benefits, with base pay typically $72,160 to $90,200.

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.

The Support Escalations Team Lead is responsible for driving exceptional outcomes for our customers by ensuring their team is consistently achieving their goals. They lead and manage their team, providing strategic direction, ongoing coaching, data analysis, project management, and overseeing daily operations. This role includes leading, supervising, presenting, cross functional work, communication, and more. 

The Team Lead is a strong leader and figurehead for their team. They are a key resource for their team members and peers. They handle escalations, answer associate questions, and share critical updates. The Team Lead proactively identifies opportunities for continuous operational improvement through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these insights, they collaborate with cross-functional partners and peers to implement both short-term and long-term solutions to enhance overall customer outcomes. They are willing to flex their schedule, work non-traditional hours, weekends and holidays to support our associates and cross functional partners

The ideal candidate is passionate about leadership and driving results and improvement on their team. They are empathetic, compassionate, and capable of leading in a fast paced, ambiguous environment. They are highly organized, focused, and thrive in a fast-paced work environment. They excel in navigating ambiguity and are exceptional at root cause analysis, continuous improvement, clear communication, flexibility, leadership, and team building. 

Responsibilities:

• Lead shoulder to shoulder to deliver outstanding results, driving shared outcomes measured through key performance indicators such as SLA, AHT, CRS, RCR, and beyond.
• Lead a team of associates to provide a world-class customer experience by offering continuous support, coaching, development, and mentorship in a dynamic and fast-paced environment and foster a culture of excellence and growth.
• Take proactive ownership of the customer experience, ensuring that customer interactions are handled with the highest level of care and professionalism in all channels (chat, phone, email).
• Continuously evaluate and refine best practices and processes within the team to ensure consistent and exceptional customer experiences. Implement innovative solutions to improve efficiency and effectiveness.
• Understand and optimize operational efficiencies by benchmarking industry best practices, analyzing data and processes, identifying areas for improvement, and implementing changes to enhance customer obsession and satisfaction.
• Take ownership of the associate experience by regularly assessing and measuring behaviors that drive positive outcomes. Encourage the development of individual skills, knowledge, and understanding of their roles, fostering a supportive and growth-oriented environment.
• Maintain a visible and active leadership presence by engaging in day-to-day team activities, holding team members accountable, and collaborating with the Lyft Leadership Team. Lead by example and inspire confidence and trust within the team.
• Work closely with cross functional team members and peers to enhance both internal and external customer experiences. Share insights and strategies to drive continuous improvement across the organization.
• Analyze team performance data to identify trends, insights, and opportunities for improvement. Effectively communicate and present this data to senior leadership, telling a compelling story that highlights successes and areas for growth.

Experience:

• Bachelor's degree a plus, but not required or relevant work experience
• 3+ years experience in customer support 
• 2+ years experience leading others and coaching
• Call center experience a plus, but not mandatory
• Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our associates and cross functional partners
• Comfortable working in GSuite 
• Experience in JIRA and Mode is a plus! 
• Ability to build relationships with cross functional stakeholders and drive shared outcomes
• Customer obsessed with track record for going above and beyond for the customer
• Ability to lead in a fast-paced environment subject to rapid change and ambiguity
• Proficient in critical workflows and processes with ability to act as a subject matter expert
• Excellent organization skills, time management skills, and the ability to prioritize tasks to meet business needs
• Clear and concise written communication skills
• Commitment to quality, accuracy, and consistency
• Strong presentation skills
• Friendly and enthusiastic, social personality
• Experience with process excellence is a plus!

Benefits:

• 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 $72,160 - $90,200, not inclusive of potential equity offering, bonus or benefits. Salary ranges are 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.