Sr. Specialist, Customer Advocacy

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.

Are you passionate about solving complex customer challenges and driving meaningful business impact? We're looking for a Senior Specialist to join our Customer Advocacy team, where you'll own our most complex customer escalations while serving as a strategic voice for customer experience improvements. You'll be the trusted expert handling high-stakes customer escalations (forwarded by our executive leadership team) with grace and professionalism.

In this role, you'll be the expert who steps in when our customers face their most challenging or frustrating issues. You'll not only resolve these cases but also identify patterns, communicate insights to leadership, and drive systemic improvements that prevent future issues. Your ability to communicate professionally, act swiftly, and advocate for customers while managing sensitive stakeholder dynamics will be crucial to your success. This individual contributor role is perfect for someone who thrives under pressure, values organization and attention to detail, and has a natural instinct to advocate for customers while maintaining strong business judgment.

If youre looking to make an impact to serve and connect wed love to hear from you!

Responsibilities :

• Resolve high-visibility customer issues that have been escalated through executive channels with exceptional care
• Coordinate with internal teams to expedite resolutions while maintaining clear documentation and communication trails
• Ensure all customer interactions reflect the highest standards of professionalism and customer advocacy
• Craft clear, professional written updates for executive stakeholders and customers throughout case resolution
• Proactively communicate status updates, potential delays, and resolution plans to all relevant parties
• Translate technical issues or policy constraints into customer-friendly language
• Recognize when cases require creative solutions or policy exceptions and navigate approval processes effectively
• Build trust and rapport with customers who may be frustrated due to the escalated nature of their issues
• Maintain impeccable organization and case management practices to ensure nothing falls through the cracks
• Share insights from executive escalations with leadership to identify potential process and / or product improvements
• Serve as a model for professional customer interaction standards across the team
• Support continuous improvement initiatives based on patterns observed in escalated cases

Experience :

Bias for Action : You move quickly to address customer concerns and don't let issues linger

Benefits :

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $50,180 - $62,730. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.

Total compensation is dependent on a variety of factors, including qualifications, experience, and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.