Sr. Associate, Compassionate Care (Overnight)

Lyft·Mexico City, Mexicosenior

In short

→Atención de emergencias de seguridad en horarios nocturnos, con enfoque en apoyo emocional a usuarios tras incidentes traumáticos.
→Respuesta de alto nivel a casos sensibles, con análisis, comunicación clara y colaboración interdepartamental.
→Destaca ser el primer punto de contacto para los incidentes más graves, actuando como experto en seguridad y defensor del usuario.

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What they ask for

✓2+ años gestionando casos sensibles con usuarios traumatizados.
✓Capacidad para operar con autonomía bajo alta presión y en horarios no tradicionales.
✓Comunicación excepcional, escrita y verbal, con enfoque empático.
✓Habilidad para evaluar riesgos, mediar situaciones agresivas y tomar decisiones en gray areas.
✓Compromiso con la integridad, la autonomía y la mejora continua de procesos.
✓Bilingüe (deseable, pero no obligatorio).

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Lyft Operations CenterCrisis Communications teamSafety Policy and Community CoSafety Support teamscase reviewsincident reportingcustomer advocacydata insightsprocess improvementsempathetic communication

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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. Lyft’s Safety Team is looking for a caring and empathetic individual to be part of the highest level of Safety response. This person will assist and support current Compassionate Care Sr. Associates and Specialists as the first response to customers involved in the most egregious incidents that occur on the Lyft platform. You must be able to provide a sense of comfort to customers involved in traumatic situations, as well as identify potential ways we can support them as they move forward and recover. You must be comfortable working with Safety and Customer Cares team members, acting as the subject matter expert for all things Safety-related. Communicating confidently, efficiently and effectively is key, turning complex incidents and customer needs into concise reports for Safety leadership. We’re looking for someone who has the confidence and creativity to continue elevating Lyft’s Safety Support as the standard in world-class customer care. Responsibilities: • Be a strong, caring, and empathetic victim advocate for the Lyft community. • Act as the highest level of escalation for our Safety Support teams. • Focus on building trust and long-term relationships with customers during extremely sensitive situations to ensure they feel supported. • Respond with empathy and sound judgment, working with the customer end to end. • Identify potential risks, mediate, and diffuse escalated situations. • Support other tiers of Safety Support with case reviews. • Partner with the Lyft Operations Center on credible threats to team members or locations • Partner with the Crisis Communications team on safety incidents involving media. • Partner with the Safety Policy and Community Compliance team on escalated cases that require review. • Learn and maintain advanced levels of training focused on supporting and being a victim advocate for customers after a safety incident. • Ability to operate autonomously while focusing on customer needs. • Support leadership in developing and implementing projects by providing insight into current data and process improvements for the Safety org. • Flexible schedule, willing to work non-traditional hours, including nights and weekends. Experience: • 2+ years experience in managing multiple cases while supporting customers involving extremely sensitive customer issues. • Experience in a fast-paced, growing environment. • Able to manage their own stress levels while providing world-class care to customers who have been through a potentially severely traumatic incident. • Proven ability to operate and demonstrate sound judgment in gray areas and under high pressure. • A great listener, empathetic, and sensitive to our individual community members’ needs. • Impeccable communication skills, both written and verbal. • Excellent multi-tasking skills, able to set own priorities and manage time effectively. • Self-motivated and ready to take on highly escalated callers at a moments notice. • Operate with high standards and integrity. • Passion for Lyft and our mission. • Bilingual a plus! Please submit your resume in English.

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