Social Media Team Lead (Overnight)

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 Social Media, ON Team Lead is responsible for driving exceptional outcomes for our customers by ensuring that our social media overnight team is consistently achieving their goals. They lead and manage their team, providing strategic direction, ongoing coaching, data analysis, project management, and overseeing ...

The Team Lead is a strong leader and figurehead for their team. They are a key resource for the overnight team. They handle escalations, answer associate questions, and share critical updates. The Team Lead proactively identifies opportunities for continuous operational improvement through root cause analysis, deep ...

Lead shoulder to shoulder to deliver outstanding results, driving shared outcomes measured through key performance indicators such as SLA, CSAT, TAR, QAR scores, and beyond.
Lead a team of associates to provide a world-class customer experience by offering continuous support, coaching, development, and mentorship in a dynamic and fast-paced environment and foster a culture of excellence and growth.
Take proactive ownership of the customer experience across various social media platforms, ensuring that customer interactions are handled with the highest level of care and professionalism.
Continuously evaluate and refine best practices and processes within the team to ensure consistent and exceptional customer experiences. Implement innovative solutions to improve efficiency and effectiveness.
Understand and optimize operational efficiencies by benchmarking industry best practices, analyzing data and processes, identifying areas for improvement, and implementing changes to enhance customer obsession and satisfaction.
Take ownership of the associate experience by regularly assessing and measuring behaviors that drive positive outcomes. Encourage the development of individual skills, knowledge, and understanding of their roles, fostering a supportive and growth-oriented environment.
Maintain a visible and active leadership presence by engaging in day-to-day team activities, holding team members accountable, and collaborating with the Lyft Leadership Team. Lead by example and inspire confidence and trust within the team.
Work closely with other Specialized Support team leaders to enhance both internal and external customer experiences. Share insights and strategies to drive continuous improvement across the organization.
Analyze team performance data to identify trends, insights, and opportunities for improvement. Effectively communicate and present this data to senior leadership, telling a compelling story that highlights successes and areas for growth.
3+ years experience in customer support
1+ 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 are a must. 
Experience with process improvement and excellence is a plus!