Social Media Team Lead (Overnight)

The role

The Social Media Team Lead (Overnight) manages an overnight social media team to achieve goals. This role involves providing strategic direction, coaching, data analysis, and overseeing daily operations.

What you will do

• Lead a team of associates to deliver results measured through KPIs like SLA, CSAT, TAR, and QAR scores.
• Provide continuous support, coaching, development, and mentorship to associates.
• Take ownership of the customer experience across social media platforms.
• Evaluate and refine team best practices and processes.
• Optimize operational efficiencies by analyzing data and benchmarking industry practices.
• Assess and measure behaviors that drive positive outcomes for the associate experience.
• Maintain a visible leadership presence and collaborate with the Lyft Leadership Team.
• Work with other Specialized Support team leaders to enhance customer experiences.
• Analyze team performance data and present findings to senior leadership.

Required qualifications

• 3+ years experience in customer support
• 2+ year experience in a leadership position
• Ability to build relationships with cross functional stakeholders and drive shared outcomes
• Customer obsessed with a track record for going above and beyond for the customer
• Ability to lead in a fast-paced environment subject to rapid change and ambiguity
• Relevant technology, social media, and customer care experience
• Strong written and verbal communication skills
• Problem solving, Decision making, and Time management skills

Nice to have

• Experience with process improvement and excellence is a plus!

Benefits

• Extended health and dental coverage options
• Life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a Lyft funded Health Care Savings Account
• RRSP plan
• Flexible paid time off policy for salaried team members
• 15 days paid time off for hourly team members, with an additional day for each year of service
• 18 weeks of paid time off for new parents
• Subsidized commuter benefits

Before you apply

• Lyft may use artificial intelligence to screen applicants

About the company

Lyft aims to serve and connect by cultivating a work environment where all team members belong and have the opportunity to thrive.