Manager – Core Support Escalations
Posted on 2/2/2024
INACTIVE
Lyft

10,001+ employees

Ridesharing app
Company Overview
Lyft's mission is to improve people's lives with the world's best transportation. The company operates a mobile platform for the ridesharing of cars, bikes, and scooters and serves over a million rides per day.

Company Stage

Series I

Total Funding

$4.4B

Founded

2012

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

1%

1 year growth

-1%

2 year growth

2%
Locations
Nashville, TN, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Quality Assurance (QA)
CategoriesNew
Customer Success & Support
Requirements
  • 4+ years experience in customer support
  • 3+ year experience leading and coaching large, distributed teams
  • Relevant start-up, technology, and customer care experience
  • Experience with process excellence
Responsibilities
  • Own all KPIs (Resolve, QA - BAR/PAR) and team’s performance objectives (CPH/SPH, CSAT/CES, ASA, AHT) to drive exceptional delivery
  • Manage a high performing group of team leads across multiple sites to drive team performance, schedule adherence, career development
  • Drive delivery and executive reporting of exceptional service levels, inclusive of real time channel management >90% adherence to responsiveness
  • Develop strategic plan to drive an exceptional caring customer experience; Identify opportunities to increase contact center efficiencies and implement key best practices
  • Own one or more channels in a fast paced contact center environment
  • Deepen the relationship between HQ team members and our global BPO partners to maximize quality and continuity across support operations
  • Develop and maintain cross-functional partnerships with internal stakeholders to delivery product, process, key LOB outcomes, as well as, assist in improving program performance through continuous evaluation and refinement
  • Review and own staffing plans and hiring and training process for the team
  • Timely alert management to contact center issues and outages
  • Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance
Desired Qualifications
  • Bilingual is a plus!