Program Lead
Support Content
Posted on 4/2/2024
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

N/A

Total Funding

$4.8B

Founded

2012

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

2%

1 year growth

5%

2 year growth

3%
Locations
Nashville, TN, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Marketing
CategoriesNew
Customer Success & Support
Customer Education & Training
Customer Experience
Customer Success
Requirements
  • 3+ years experience of writing and editing for a technical and/or enterprise customer support audience
  • 3+ years leading teams of copywriters
  • Experience with content strategy, content design, or information architecture concepts
  • Strong copywriting and editing skills, including impeccable spelling and grammar
  • Successful track record of managing multiple, concurrent initiatives
  • Concise, direct, clear communicator with a proven ability to navigate difficult messages, eliminate ambiguity, and tactfully drive accountability
  • Ability to think both tactically and strategically, and drive complex conversations that result in a high quality self service help experience
  • Comfort with changing priorities/timelines, flexible and adaptable with a growth mindset
  • Passion for Lyft, the ride-sharing community, and a drive to make a meaningful impact
  • Familiarity with large scale customer support operations is a plus
  • Experience with Contentful, Github, and Jira tooling is a plus
  • Familiarity with AI content strategy is a plus
Responsibilities
  • Help define and execute the external support content strategies for Lyft’s Safety and Customer Care organization
  • Own and manage key roadmap initiatives that serve our business in the short and long term
  • Use data to uncover help content strategies and improvements that impact the customer experience
  • Develop an understanding of all existing content tools and create a unified with the Knowledge Base organization
  • Manage relationships with cross functional partners in Product, Comms, Marketing, and Operations to ensure alignment in strategy and consistency in execution
  • Strategize on how to deliver effective content for various topics; write and edit copy for Lyft’s public-facing help content (web and in-app), including articles, process maps, glossary terms, customer support messages, as well as other support materials
  • Translate complicated concepts, processes, workflows, policies, or legal documents into jargon-free copy that makes sense to drivers and riders
  • Monitor content usage; evaluate and establish success metrics for content effectiveness and define strategies that increase content accuracy, findability, and clarity
  • Produce high-quality content deliverables, while adhering to defined project plans,deadlines, and communicate progress/blockers to stakeholders
  • Operates well in ambiguity and can easily make adapt project plans due to changing timelines
  • Gather feedback from key stakeholders to continuously improve support content and team processes
  • Obsess over continuous improvement by gathering feedback from key stakeholders and monitoring content performance
  • Balance long-term project management with ongoing ad hoc requests and tight timelines
  • Act as a team leader and take point on hiring and building a diverse team. Set vision and goals for the team, and be accountable for the team’s accomplishments and performance. Mentor and manage team members on writing style and strategy.