Team Coach – Deactivations

About the role

The Team Coach for Deactivations partners with the Team Lead to drive exceptional outcomes for Lyft customers. Acting as a floor leader, the Coach supports daily operations, provides coaching, and serves as a subject‑matter expert on processes, quality, and training.

Key responsibilities

• Identify gaps in associate content and processes, collaborating with content and support teams to implement updates.
• Conduct quality calibrations, agent audits, and performance reviews to uncover improvement opportunities.
• Develop and present weekly, monthly, and quarterly business reviews.
• Manage change initiatives for process and operational adjustments.
• Supervise daily team activities, act as the go‑to expert on Slack during shifts, and handle escalations.
• Support onboarding, coaching, and NPS outreach for detractors and promoters.
• Coordinate with Safety, Customer Experience, Communications, Press, and Legal teams on escalated issues.

Required profile

• Strong empathy and ability to remain calm in difficult situations.
• Highly organized, able to thrive in a fast‑paced, ambiguous environment.
• Proven analytical mindset with experience in root‑cause analysis and continuous improvement.

Required skills

• Slack (real‑time communication platform)

What we offer

• Opportunity to impact Lyft’s customer experience at scale.
• Collaborative environment with cross‑functional partners.
• Professional growth through coaching and leadership responsibilities.