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.

The SCC Team Coach is responsible for driving strong outcomes for our customers via ensuring our customer facing teams within SCC are achieving their goals. They’re a partner to the Team Lead, providing ongoing coaching, data analysis, project support, and daily ‘floor leader’ responsibilities. This work includes acting as a subject matter/process expert in training, quality, the work their team does day to day, and supervising operations.

The Team Coach is an expert within a team or channel. This role will be a resource for their line of business on their shift by answering associate questions, handling escalations, and sharing updates. The Team Coach will proactively identify opportunities for continuous operational improvement through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these learnings,



they’ll work with their Team Lead and cross-functional partners to implement short and long term solutions to improve overall outcomes for our customers.

The idóneo candidate is enthusiastic about creating an unequaled level of service for the Lyft community. This candidate is caring and compassionate, and able to have a strong sense of empathy in difficult situations. They’re focused and organized in an incredibly fast paced work environment, able to work through ambiguity, and adept at root cause analysis and continuous improvement.

Responsibilities
- Identify gaps in associate content and process creation and improvement - working with content teams and support services as needed to make changes or updates to content.
- Participate in closed loop processes to validate and prioritize feedback from multiple sources such as Compass feedback, quality calibrations, etc
- Attend SCC quality calibrations and complete agent audits
- Perform quality reviews/audits

📌 Team Coach, Deactivations (Ciudad de México)
🏢 Lyft
📍 Ciudad de México