Social Media - Customer Experience Associate

at  Lyft

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.
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 nearly 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.
You will be Lyft’s voice on all social media channels, fielding questions and resolving issues from passengers and drivers in real-time. As an active representative of Lyft, you will strengthen our community by providing a helpful, effortless and trusted support experience.

EXPERIENCE:

• 1+ years of experience in customer service or sales mandatory
• 1+ years of experience with social media or communications preferred
• Captivating copywriting skills and fastidious attention to detail
• Emotional intelligence in spades and experience dealing with people
• Startup hustle and tireless work ethic
• Keen ability to work independently and in a team
• Strong ownership mindset and resolve to follow-through
• Willingness to work 2nd Shift/Evening Hours with 1-2 weekend days included in shift
  This role will be in-office on a hybrid schedule if an established Lyft Location is available to the Mexico City region — Hybrid 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

• Be Lyft’s voice on social media and other digital channels and exercise impeccable judgment as Lyft’s representative
• Proactively solve issues and foster trust with our beloved passengers and drivers
• Triage problems from our community and own issue resolution, escalating to designated team(s) when necessary
• Create a personalized, positive and effortless experience for the Lyft community
• Work cross-functionally with Product, Marketing and other teams to ensure a cohesive voice of support
• Cover the occasional after-hours on-call shift
• Be a community advocate for Lyft