At Lyft, our purpose is to serve and connect.
To do this, we start with our own community by creating an open, inclusive, and diverse organization._
Lyft is looking for a detail oriented and experienced specialist to join our evolving Trust and Safety team.
This individual will review a broad variety of Safety concerns and will be responsible for maintaining and optimizing a safe and happy general community of Lyft's drivers and riders.
We're looking for someone motivated to go above and beyond for our community members to instill trust in the Lyft platform.
Join us to create, implement and expand our community's safety practices.
**Responsibilities**:
- Exemplify customer obsession by strong safety advocate for our community while providing fair resolutions to customers problems
- Utilize cross functional communication and relationships to drive the best outcome for the customer and Lyft
- Be accountable to key performance metrics set for the team such as SLAs, quality measures, and decision timelines
- Review deactivation decisions to ensure they were made in adherence to Lyft's Community Guidelines and compliant to the Lyft deactivation matrix
- Advocate for the right thing for the customer and use strong investigative skills to make difficult decisions about users accounts




- Maintain high levels of confidentiality while performing account reviews, and comprehensively document research and decisions through written reports
- Work to educate our riders/drivers to promote positive experiences and maintain safety while operating within the Lyft platform
- Trusted owner for resolution of safety deactivations
- Identify potential risks, mediate, and diffuse situations
- Utilize nuanced and complex problem solving skills to ensure resolution for our customers
- Strong ability to solve in times of limited structure or in situations with no precedent
**Experience**:
- 2+ years experience in customer support or an applicable role
- Background in advocacy, crisis management, mediation or e-commerce customer service experience.
- Experience with previous change management; ability to thrive in a fast-paced ever-changing environment.
- Experience resolving conflicts in a detailed, effective, and timely manner.
- Be empathetic and sensitive to our community while serving as the decision maker
- Experienced in customer de-escalation and escalated the incident response
- An expert communicator, both verbal and written
- Bachelor's degree or equivalent a plus
- Bilingual a plus!
Please submit your resume in English.

📌 Senior Associate, Deactivations (Xico)
🏢 Lyft
📍 Xico