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About the Role
The Social Media, ON Team Lead is responsible for driving exceptional outcomes for customers by ensuring the social media overnight team consistently achieves its goals. This role involves leading and managing the team, providing strategic direction, coaching, data analysis, project management, and overseeing daily operations. The Team Lead acts as a key resource, handling escalations, answering questions, and sharing critical updates. They proactively identify opportunities for operational improvement through root cause analysis and collaboration with cross-functional partners and dayside team leads to implement solutions. The role also requires presenting findings and insights to senior management.
Responsibilities
- Lead shoulder to shoulder to deliver outstanding results, driving shared outcomes measured through key performance indicators such as SLA, CSAT, TAR, QAR scores, and beyond.
- Lead a team of associates to provide a world-class customer experience by offering continuous support, coaching, development, and mentorship in a dynamic and fast-paced environment and foster a culture of excellence and growth.
- Take proactive ownership of the customer experience across various social media platforms, ensuring that customer interactions are handled with the highest level of care and professionalism.
- Continuously evaluate and refine best practices and processes within the team to ensure consistent and exceptional customer experiences. Implement innovative solutions to improve efficiency and effectiveness.
- Understand and optimize operational efficiencies by benchmarking industry best practices, analyzing data and processes, identifying areas for improvement, and implementing changes to enhance customer obsession and satisfaction.
- Take ownership of the associate experience by regularly assessing and measuring behaviors that drive positive outcomes. Encourage the development of individual skills, knowledge, and understanding of their roles, fostering a supportive and growth-oriented environment.
- Maintain a visible and active leadership presence by engaging in day-to-day team activities, holding team members accountable, and collaborating with the Lyft Leadership Team. Lead by example and inspire confidence and trust within the team.
- Work closely with other Specialized Support team leaders to enhance both internal and external customer experiences. Share insights and strategies to drive continuous improvement across the organization.
- Analyze team performance data to identify trends, insights, and opportunities for improvement. Effectively communicate and present this data to senior leadership, telling a compelling story that highlights successes and areas for growth.
Requirements
- 3+ years experience in customer support
- 1+ year experience in a leadership position
- Ability to build relationships with cross functional stakeholders and drive shared outcomes
- Customer obsessed with a track record for going above and beyond for the customer
- Ability to lead in a fast-paced environment subject to rapid change and ambiguity
- Relevant technology, social media, and customer care experience.
- Strong written and verbal communication skills.
- Problem solving, Decision making, and Time management skills are a must.
- Experience with process improvement and excellence is a plus!
Skills
- Leadership
- Coaching
- Data analysis
- Project management
- Root cause analysis
- Continuous improvement
- Communication
- Flexibility
- Team building
- Written communication
- Verbal communication
- Problem solving
- Decision making
- Time management
Location
- Toronto area
Work Type
- Hybrid
- In-office
Experience Level
- 1+ year experience in a leadership position
- 3+ years experience in customer support
Salary/Compensations
- CAD $84,000-$105,000
Benefits
- Extended health and dental coverage options
- Life insurance
- Disability benefits
- Mental health benefits
- Family building benefits
- Child care benefits
- Pet benefits
- Lyft funded Health Care Savings Account
- RRSP plan
- Flexible paid time off policy (salaried team members)
- 15 days paid time off + additional day per year of service (hourly team members)
- 18 weeks of paid time off for new parents (biological, adoptive, and foster)
- Subsidized commuter benefits
About the Company
- Lyft's purpose is to serve and connect.
- Lyft aims to cultivate a work environment where all team members belong and have the opportunity to thrive.
- Lyft highly values having employees working in-office to foster a collaborative work environment and company culture.
Equal Opportunity
- Lyft is committed to creating an inclusive workforce that fosters belonging.
- Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy.
- Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
- Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.