Lyft · 2 days ago
Team Lead, Support Escalations
Nashville, TN
Full-time
Hybrid
Mid, Senior Level
$72K/yr - $90K/yr
3+ years expLyft is dedicated to serving and connecting people, fostering a collaborative work environment. The Support Escalations Team Lead is responsible for leading a team to achieve exceptional customer outcomes through coaching, data analysis, and operational management.
AppsMobile AppsRide SharingSoftwareTaxi ServiceTransportation
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
Qualification
Required
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
Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our associates and cross functional partners
Comfortable working in GSuite
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
Preferred
Call center experience a plus, but not mandatory
Experience in JIRA and Mode is a plus!
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
Company
Lyft
Lyft is a leading ride-hailing service offering car rentals, bike, and scooter-sharing through its mobile app for convenient transportation.
5001-10000 employees
H1B Sponsorship
Lyft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (137)
2024 (100)
2023 (132)
2022 (287)
2021 (266)
2020 (281)
Funding
Current Stage
Public CompanyTotal Funding
$5.76BKey Investors
FidelityMagna InternationalCapitalG,Rakuten
2025-09-03Post Ipo Debt· $450M
2024-02-21Post Ipo Debt· $400M
2021-02-01Post Ipo Equity
Leadership Team
David Risher
Chief Executive Officer
Erin Brewer
Chief Financial Officer
Recent News
2026-02-07
2026-02-06
2026-02-05
Company data provided by crunchbase