Job Description

At Lyft, community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.

We’re looking for a talented Senior Community Associate to help take Baltimore operations to the next level. In this role, you will lead the overseeing of the Baltimore driver service Hub and team operations. The Senior Community Associate will provide reliable and caring service to our drivers so that drivers can achieve their goals. You will be the first point of escalation for your team and provide Community Associates real time feedback. If you have an entrepreneurial spirit, like tackling aggressive goals and want to be part of supporting drivers at Lyft, we would love to meet you!

Responsibilities:

• Provide world-class service and support to Lyft’s driver community by utilizing strong communication, patience, empathy and problem solving skills
• Act as the first point of escalation for the team to help solve problems
• Manage day-to-day team member breaks and zoning
• Assist in de-escalating challenging driver interactions
• Lead daily stand-ups to ensure all team members remain informed
• Provide support for advanced cases such as pay issues
• Provide in-the-moment feedback and coaching to team members
• Drive continuous improvement in Hub operations and reporting; escalate feedback from drivers and associates to market, product, and functional leadership
• Lead by example by working on-site and becoming an expert in all processes
• Show personal commitment and take action to continuously improve
• Represent Lyft's brand, mission, and culture both inside and outside of the organization

Experience & Skills:

• 2+ years experience in customer service roles such as retail, technical support or hospitality
• Knowledge of and passion for the rideshare industry (bonus points if you’re not just a passenger but a driver too!)
• Strong verbal and written communication
• Strong interpersonal skills; Passion for working with people
• Ability to learn on the fly and problem solve in a fast-paced environment
• Ability to multitask frequently and efficiently
• Ability to analyze and understand data
• Available to work flexible hours that may include mornings, evenings, weekends, nights and/or holidays

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.