Customer Experience Sr. Associate, LUS Solutions

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 LUS Solutions team is the frontline of Lyft's Urban Scooter & Bikeshare support, handling our most complex and high-consequence customer interactions. We're looking for a Solutions Associate who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Lyft community. You must be calm in the face of a storm, caring and compassionate, and able to bring a strong sense of empathy to difficult situations. As a LUS Solutions Associate, you won't just be resolving tickets — you'll be helping shape the policies and processes that define the experience for Lyft's most valuable riders. This role sits at the intersection of customer advocacy, cross-functional collaboration, and continuous improvement. Responsibilities: Create an exceptional, personalized service experience for Lyft users across email and Slack channels, with a focus on complex escalations involving fraud, deactivations, and high-value rider concerns Provide friendly, timely support to Lyft bikeshare and scooter riders, corporate partners, and internal teams via Amazon Connect (email) and Slack Exercise sound judgment on high-consequence decisions including rider deactivation appeals, fraud assessments, and membership disputes — using established frameworks while bringing empathy and fairness to every case Support lost rideable workflows by accurately diagnosing end-of-ride technical issues, setting appropriate customer expectations, and coordinating with Operations when needed Assist corporate clients with membership enrollment, cancellations, and escalations, ensuring a seamless experience for Lyft's business partners Troubleshoot user problems with the Lyft app and bikeshare hardware, including bike key fulfillment and order tracking Document all support contacts thoroughly in CRM systems and contribute to pattern detection and escalation monitoring Participate in Policy Committee feedback sessions, surfacing frontline friction points and contributing to continuous improvement of agent workflows and customer communications Make recommendations based on recurring issues, feature gaps, and bugs reported by users to help drive systemic improvements Be a community advocate for Lyft, upholding our values in every customer interaction Experience: 1+ years of experience in customer service, trust & safety, or a contact center environment is a plus, but not mandatory Computer proficiency required; ability to quickly learn web-based support tools and CRM platforms Friendly, enthusiastic, and dependable with strong time management skills Exceptional writing skills and impeccable attention to detail — you take pride in getting it right Demonstrates deep empathy and a genuine commitment to doing the right thing for the customer, even in ambiguous situations Advanced problem-solving skills with the ability to think creatively to resolve difficult, high-stakes situations Comfortable navigating rapid change, uncertainty, and competing priorities in a fast-paced environment High level of comfort with smartphone applications (iPhone and Android) and familiarity with bikeshare or micromobility products is a bonus A collaborative spirit — this role works closely with Safety, Legal, Product, Operations, and Analytics teams, and you'll thrive if you enjoy building relationships across an organization Benefits: Great medical, dental, and vision insurance options with additional programs available when enrolled Mental health benefits Family building benefits Child care and pet benefits 401(k) plan with company match to help save for your future In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible Subsidized commuter benefits Monthly Lyft credits and complimentary Lyft Pink membership Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid The expected base pay range for this position in the Nashville area is $20.11 - $25.13, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.