Team Coach, Support Escalations

.At Lyft, our mission is to improve people's lives with the world's best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to more than 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.The Team Coach is an expert within a team or channel. This role will be a resource for their line of business on their shift by answering associate questions, handling escalations, and sharing updates. The Team Coach will proactively identify opportunities for continuous operational improvement through root cause analysis, deep dives into tickets or data, and shadowing interactions. Based on these learnings, they'll work with their Team Lead and cross-functional partners to implement short and long term solutions to improve overall outcomes for our customers.**Responsibilities**:- Identify gaps in associate content and process creation and improvement - working with content teams and support services as needed to make changes or updates to content