- Company: Lyft
- Location: Toronto, Canada
- Job type: Full-time
- Salary: CAD $84,000-$105,000
About the role
Lyft is looking for a Social Media Team Lead to join their overnight team in Toronto. You will lead a group of associates, providing strategic direction and coaching to ensure high-quality customer support. This role requires a strong leader who can navigate ambiguity and drive operational improvements through data analysis and root cause investigations. The position is hybrid, requiring in-office work three days a week.
Responsibilities
- Lead and coach a team of associates to deliver exceptional customer experiences on social media platforms.
- Monitor key performance indicators such as SLA, CSAT, and QAR scores to drive shared outcomes.
- Conduct root cause analysis and deep dives into tickets to identify areas for continuous improvement.
- Collaborate with cross-functional partners and dayside team leads to implement short-term and long-term solutions.
- Analyze team performance data and present insights to senior leadership.
- Handle escalations and serve as a key resource for the overnight team.
Requirements
- 3+ years of experience in customer support.
- 1+ year of experience in a leadership position.
- Strong written and verbal communication skills.
- Experience with social media, technology, and customer care.
- Ability to lead in a fast-paced environment with rapid change and ambiguity.
- Skills in problem-solving, decision-making, and time management.
Pay and benefits
- Base salary range of CAD $84,000-$105,000, plus potential equity and bonus.
- Extended health and dental coverage, life insurance, and disability benefits.
- Mental health benefits and access to a Lyft-funded Health Care Savings Account.
- RRSP plan to help save for your future.
- Flexible paid time off policy for salaried team members.
- 18 weeks of paid parental leave as a top-up to provincial programs.
- Subsidized commuter benefits.
How to apply
Apply directly on Lyft’s own careers website. Omadaily never charges job seekers.
