Ofertas › Lyft
Lyft · Toronto, Canada
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 Social Media, ON Team Lead is responsible for driving exceptional outcomes for our customers by ensuring that our social media overnight team is consistently achieving their goals. They lead and manage their team, providing strategic direction, ongoing coaching, data analysis, project management, and overseeing daily operations. This role includes leading, supervising, presenting, cross functional work, communication, and more. The Team Lead is a strong leader and figurehead for their team. They are a key resource for the overnight team. They handle escalations, answer associate questions, and share critical updates. The Team Lead proactively identifies opportunities for continuous operational improvement through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these insights, they collaborate with cross-functional partners and dayside team leads to implement both short-term and long-term solutions to enhance overall customer outcomes. They are also willing to flex into certain dayside meetings in order to present out findings and insight to senior management. The ideal candidate is passionate about leadership and driving results and improvement on their team. They are empathetic, compassionate, and capable of leading in a fast paced, ambiguous environment. They is highly organized, focused, and thrives in a fast-paced work environment. They excel in navigating ambiguity and are exceptional at root cause analysis, continuous improvement, clear communication, flexibility, leadership, and team building. 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 expe