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SeniorFull-timeRustGo
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Solutions Associate to join the LUS Solutions team at Lyft, serving as the frontline for Urban Scooter & Bikeshare support. This role involves handling complex customer interactions and shaping policies that define the experience for Lyft's most valuable riders.
Key Responsibilities
- →Create an exceptional, personalized service experience for Lyft users across email and Slack channels, focusing on complex escalations involving fraud, deactivations, and high-value rider concerns
- →Provide friendly, timely support to Lyft bikeshare and scooter riders, corporate partners, and internal teams via Amazon Connect and Slack
- →Exercise sound judgment on high-consequence decisions including rider deactivation appeals, fraud assessments, and membership disputes
- →Support lost rideable workflows by accurately diagnosing end-of-ride technical issues and coordinating with Operations when needed
- →Assist corporate clients with membership enrollment, cancellations, and escalations
- →Troubleshoot user problems with the Lyft app and bikeshare hardware
- →Document all support contacts thoroughly in CRM systems
- →Participate in Policy Committee feedback sessions to contribute to continuous improvement
- →Make recommendations based on recurring issues and user-reported bugs
- →Be a community advocate for Lyft, upholding our values in every customer interaction
Requirements
- ✓1+ years of experience in customer service, trust & safety, or a contact center environment is a plus
- ✓Computer proficiency required; ability to quickly learn web-based support tools and CRM platforms
- ✓Friendly, enthusiastic, and dependable with strong time management skills
- ✓Exceptional writing skills and impeccable attention to detail
- ✓Demonstrates deep empathy and a genuine commitment to doing the right thing for the customer
- ✓Advanced problem-solving skills with the ability to think creatively to resolve difficult situations
- ✓Comfortable navigating rapid change, uncertainty, and competing priorities
- ✓High level of comfort with smartphone applications (iPhone and Android)
- ✓A collaborative spirit, working closely with Safety, Legal, Product, Operations, and Analytics teams
Benefits
- ★Great medical, dental, and vision insurance options
- ★Mental health benefits
- ★Family building benefits
- ★Child care and pet benefits
- ★401(k) plan with company match
- ★Paid time off and observed holidays
- ★18 weeks of paid parental leave
- ★Subsidized commuter benefits
- ★Monthly Lyft credits and complimentary Lyft Pink membership
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