Lyft Business Customer Success Associate

Lyft Business is pioneering a transformative shift in how companies and brands leverage the Lyft platform, redefining operational approaches. We are dedicated to addressing substantial challenges, meeting the diverse needs of our clients and their stakeholders, from employees, customers, and students to patients, in innovative ways. Our unwavering commitment is to consistently deliver exceptional customer service, setting the bar for excellence in all interactions.

Within our dynamic and rewarding environment, we seek team members who are customer-focused and passionate about problem-solving, dedicated to elevating the customer experience. As a Customer Success Associate at Lyft Business, you play a pivotal role in enlightening our clients about the capabilities of Lyft Business. Your responsibilities encompass being the implementation lead, administrative authority, and product specialist, collaborating closely with our sales team. This collaboration is geared towards expanding the use of Lyft Business’ products for varied transportation requirements, including corporate travel, workplace commuting, events, recruiting, and beyond.

As the primary custodian of our ride programs, you ensure that our customers achieve success through their use of Lyft for transportation needs. Our platform, trusted by numerous organizations throughout the US and Canada, is an enterprise-grade solution. We are in search of self-motivated, organized problem-solvers who are eager to immerse themselves in becoming the definitive experts, steering the launch and maintenance of our robust transportation programs.
Join us in shaping the future of transportation solutions while providing unparalleled support and innovation to our diverse array of clients and their unique needs.

Responsibilities:

• Serve as the primary point of contact for transportation partners for all things regarding product functionality, billing, and customer service issues
• In partnership with Enterprise Account Executives & Account Managers, launch and implement transportation programs -- each with unique needs
• Triage partner issues and ensure they are resolved in an appropriate timeline.
• Understand the transportation nuances/objectives amongst our largest corporate customers and how Lyft Business products can support their transportation needs across use cases like corporate travel, commute, courtesy, events, recruiting, etc.
• Conduct frequent product demos to customers as part of onboarding and implementation process across organizations in the enterprise, retail, and hospitality space
• Optimize and monitor usage of implement transportation programs, communicating with customers on how programs can be optimized
• Troubleshoot product issues and serve as a liaison between Lyft’s product, support and sales team to recommend changes & enhancements to our overall product suite.

Experience:

• BA/BS or equivalent required
• Minimum 1-2 years experience in previous customer success roles, ideally in the technology or transportation sector
• Ability to handle multiple internal and customer facing responsibilities at once
• Adept at communicating to customers support needs across multiple stakeholders
• Skilled at operating in a fast paced, startup environment where lines of direction and operating models are a work in progress - we’re constantly building and pivoting!
• Self driven in building cross functional relationships internally including but not limited to Sales, Marketing, Finance, Collections, Legal, etc.
• Ability to succeed in a fast and transactional work environment, while keeping note of strategies that can help build our business

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 San Francisco area is $28.85 - $36.06 per hour, 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.