Associate, Customer Experience

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.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.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 able to have a strong sense of empathy in difficult situations. Our team consists of Customer Experience Associates supporting customers across chat, email and phone.Responsibilities:Create a personalized, positive and effortless experience for the Lyft communityProvide friendly, timely support to Lyft drivers via chat, email and phoneTroubleshoot user problems with the Lyft appDocument all support contacts in a CRM systemMake recommendations based on feature requests and bugs reported by usersBe a community advocate for LyftExperience:1+ years experience in customer service, required.1­+ years experience in call center a plus, but not mandatoryComputer proficiency requiredFriendly and enthusiastic, social personalityDependable and punctual with time management skillsStrong writing skills and impeccable attention to detailDemonstrates empathy and the ability to take initiative on doing the right thing for the customerAdvanced problem-solving skills ­with the ability to think creatively to resolve difficult situationsAbility to quickly learn web­-based user support applicationsComfortable in a fast-­paced environment, subject to rapid change and uncertaintyKeen ability to work independently and in a teamHigh level of comfort and familiarity with smartphone applications (iPhone and Android)Willingness to work a range of hours, weekends and holidaysThis role is fully remote in Mexico, candidates for this role must be based in the Mexico City metro area. #RemotePlease submit your resume in English.