Role Overview

The Associate, Elite Driver Success at Lyft is at the heart of driver retention and satisfaction. You'll serve as the primary point of contact for elite drivers facing app issues, payment concerns, or operational challenges. Working in a hybrid in-office model in Nashville, TN, you'll handle support via chat, email, and phone, ensuring every interaction reinforces Lyft's commitment to its community. This role demands resilience, as you'll navigate high-volume queries while maintaining a calm, compassionate demeanor. Ideal candidates are tech-savvy, empathetic communicators who can turn frustrated drivers into loyal advocates. With Lyft's growth in the Music City, this position offers stability and upward mobility in customer experience operations.

Why Nashville? Lyft's presence here taps into the city's vibrant gig economy, where drivers rely on seamless support to thrive. You'll contribute to a culture of belonging, aligning with Lyft's mission to connect people through inclusive service.

Key Responsibilities

As an Associate, Elite Driver Success, your day-to-day will involve a mix of reactive support and proactive community building. Key responsibilities include:

• Delivering personalized, positive support to make every driver interaction effortless.
• Responding promptly to driver inquiries across chat, email, and phone channels.
• Troubleshooting Lyft app glitches, from navigation errors to payment processing issues.
• Logging detailed notes in CRM tools like Zendesk or Salesforce for seamless case handoffs.
• Gathering insights from driver feedback to recommend app features or bug fixes.
• Championing the driver voice internally, escalating issues to product teams.
• Resolving escalated cases with creative solutions, such as account credits or training sessions.
• Collaborating with peers during peak hours to maintain service levels.
• Analyzing support trends to prevent recurring problems.
• Educating elite drivers on premium features like priority pickups.
• Maintaining 95%+ customer satisfaction scores through empathetic engagement.
• Adapting to shifting priorities in a rapidly evolving rideshare landscape.
• Participating in team huddles to share best practices and celebrate wins.
• Contributing to driver retention initiatives through proactive outreach.

These tasks ensure drivers feel valued, directly impacting Lyft's marketplace health.

Qualifications

To succeed, you'll need:

• At least 1 year of customer service experience in high-volume settings.
• Call center background a plus for handling phone escalations.
• Strong computer skills, including Google Workspace and support ticketing systems.
• A friendly, outgoing personality that builds instant rapport.
• Proven time management to juggle multiple chats and calls.
• Excellent writing for clear, professional communications.
• Deep empathy to de-escalate tense situations effectively.
• Creative problem-solving for unique driver challenges.
• Quick adaptation to new tools like Lyft's driver dashboard.
• Thriving in uncertainty, such as during app updates or surges.
• Team player comfortable with independent shifts.
• Familiarity with iOS and Android ecosystems.
• Flexibility for non-standard hours, including nights and holidays.

No degree required—passion and skills matter most.

Salary & Benefits

Competitive pay ranges from $45,000 to $55,000 annually, based on experience. Lyft's benefits package stands out:

• Top-tier medical, dental, vision coverage with wellness incentives.
• Mental health resources including therapy stipends.
• Family planning support from fertility to adoption.
• Childcare subsidies and pet insurance options.
• 401(k) with generous matching.
• Generous PTO: discretionary for salaried, 15 days for hourly, plus holidays.
• 18 weeks parental leave for all parents.
• Commuter perks for Nashville traffic.
• Lyft Pink All Access for free rides and priority service.
• Hybrid work fostering work-life balance.
• EEO commitment with accommodations.
• Professional development stipends.
• Employee discounts on Lyft services.

This holistic package supports your whole self.

Why Join Lyft?

Lyft isn't just a rideshare company—it's a movement for better transportation. In Nashville, you'll join a team driving real impact in a booming market. Enjoy a collaborative hybrid office, meaningful work empowering drivers, and growth opportunities into senior roles. Lyft's culture emphasizes belonging, with ERGs for diverse voices. Stand out from Uber customer service jobs with Lyft's driver-centric focus and innovative perks like Lyft Pink. Career advancement is rapid for top performers, with paths to Driver Operations Manager or Product Support Specialist. Nashville's scene—music, food, growth—pairs perfectly with Lyft's vibe. Apply to be part of a company redefining mobility.

How to Apply

Ready to elevate driver success at Lyft? Submit your resume highlighting customer service wins and app savvy. Tailor your cover letter to empathy examples. Interviews include role-plays and team fits. Lyft hires inclusively, considering criminal histories per law. Join us in Nashville—apply now and drive change!