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 adecuado 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.
ResponsibilitiesIdentify 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,



etcAttend SCC quality calibrations and complete agent auditsPerform quality reviews/audits to identify opportunities for process improvement and/or performance opportunities that drive right resolve and experience for customersAssist in the development and presentation of Weekly/Monthly/Quarterly Business ReviewsResponsible for change management for process and operational changes to teams as neededSupervise daily team operationsAct as a subject matter expert in and identify training needs, training creation, and/or partner with training as SMEs as neededSupport the SCC team and SCC Leadership by coordinating closely with in-house Safety, Customer Experience, Communications, Press, and Legal teams to respond to internal and external stakeholders around escalations as neededExpert on team available over Slack and on the floor for their team during their shift to help deliver best in class serviceAssist in onboarding new associates in CET culture and outcomesCoaching on customer experienceExecute NPS program calling detractors and promotersResponsible for interval service level and maintaining associate engagement in delivering timely supportProactively identifies operational improvementsResponsible for maintaining team knowledge base (recipes)Proactively communicate releases and team updatesConsistently produces actionable,



error-free workAvailable and present for their team during their shift to help deliver best in class service for our team and our customersSupport the growth and development of the Customer Cares team through active engagement in the onboarding and training processFlexible, adaptable, and able to support new business initiatives to drive improvements for our customers and associatesDeliver an exceptional, personalized service experience for Lyft users, through all channels that our Safety and Cares teams cover (phone, email, chat, social, etc.)Provide friendly, timely support to escalated Lyft drivers and riders via phone, chat, social or emailConduct quality audits and have side-by-sides with associatesAnalyze data and proactively identify operational improvementsExperience & Skills1+ years experience as team lead/team coach or relatedFluent in spoken and written English, with strong customer communication skillsFlexible schedule, willing to work off hours and weekendsComfortable working in GSuite Experience in JIRA and Tableau is a plus!
Proficient in critical workflows and processes with ability to act as a subject matter expertExcellent organization skills, time management skills, and the ability to prioritize tasks to meet business needsClear and concise written communication skillsComfortable in a fast-paced environment, subject to rapid change and uncertainty Commitment to quality, accuracy, and consistencyStrong presentation skillsFlexible schedule, willing to work non-traditional hours, weekends and holidays to support our communications, press, and safety teams.Friendly and enthusiastic, social personalityDemonstrates empathy and the ability to take initiative on doing the right thing for the customerAdvanced problem-solving skills with the ability to think creatively to resolve difficult situationsAbility to quickly learn web-based user support applicationsHigh level of comfort and familiarity with smartphone applications (iPhone and Android)Please submit your resume in English.

📌 Team Coach, Deactivations (Xico)
🏢 Lyft
📍 Xico