Role Description 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 Emerging Business team provides white glove support to a variety of customers. In this role, you will be primarily focused on supporting a variety of customers, such as riders and drivers involved in a healthcare ride, or other enterprise industries. In every interaction, you will leverage the Lyft platform to meet the transportation needs for all users of our platform, providing customized resolutions to create win/win solutions. As an Associate on the Lyft Business Support team, you’ll be responsible for providing Enterprise grade customer support to a variety of Lyft customers via an omnichannel experience. You’ll leverage our existing support program and resources to deliver quality resolutions for small, large, and strategic customers alike. You’ll own each resolution from start to finish, ensuring that the customer feels heard and cared for throughout. Your efforts will reliably meet/exceed efficiency and customer satisfaction metrics. Most importantly, your tenacity, positive outlook, self-awareness, and determination to make it happen will buoy everyone around you. You are organized and a resourceful problem-solver who thrives, as both, a teammate and individual contributor! In short, you’ll be the face and voice for all Lyft Business rides, and strive to provide the best-in-class customer experience. Responsibilities - Be the first point of contact for Partners, who may be contacting Lyft regarding healthcare rides or an enterprise account. - Create an exceptional, personalized service experience for Lyft Business customers. - Be a calm and empathetic voice in critical and emotional situations. - Provide friendly, timely support via phone, chat and email. - Meet/exceed efficiency and customer satisfaction KPIs. - Teach and learn from your peers and colleagues to maximize everyone’s contribution. - Provide feedback to xfn stakeholders on process or product improvements. Qualifications - Minimum one (1) year of experience working in a directly customer-facing role via written, chat, and/or phone channels. - Experience working in a fast-paced environment, while also being efficient with their time, and detail oriented. - You truly care about Lyft’s mission, and the happiness and success of the customer. - Impeccable communication skills… Your communication style conveys empathy and complex instructions warmly, succinctly, and with flawless spelling and grammar. - A zest for problem-solving… You enjoy applying your own knowledge and inquisitiveness towards helping others by actively listening, asking thoughtful questions, and methodically working towards a solution. - Focus on teamwork… You work exceptionally well with others, building relationships that sustain a fun and productive work culture and seizing opportunities to teach and learn from your peers. - Analytical curiosity and a commitment to improve… You naturally synthesize inputs from individual customer issues to identify trends. - A willingness to work a flexible schedule, which may include, mornings, nights, weekends, and holidays. Requirements - [Nice to have] Experience working within Zendesk (ticketing) and Intercom (live chat), or comparable platforms. Benefits - Great medical, dental, and vision insurance options with additional programs available when enrolled. - Mental health benefits. - Family building benefits. - Child care and pet benefits. - 401(k) plan with company match to help save for your future. - In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off. - 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible. - Subsidized commuter benefits. - Monthly Lyft credits and complimentary Lyft Pink membership.

• Partner with Atlas team to develop SAP best practices • Train and support users • Identify gaps in documentation • Develop current-state process and analyses • Design future-state processes • Translate processes into SOPs

• Clarify requirements with clients – especially the ones they haven't articulated yet • Develop a strong product vision and translate it to the team • Work with engineering to estimate, plan, navigate trade-offs, and rethink solutions within complex system constraints and dependencies • Guide designers with functional context, ensure UX makes sense for the business and users both • Analyze system limitations, dependencies, and impacts to help shape scalable and feasible solutions • Track whether it's working – and iterate when it's not Example activities could look like below, but don't worry if you haven't done some of them – we support and teach 👌 • Analyze: lead discovery workshops, map AS-IS/TO-BE processes, define business goals, gaps, system constraints, and dependencies • Research: create and validate assumptions through research, analyze competitors and market opportunities • Build: translate needs into specs, shape user flows and product vision together with designers, collaborate with engineering on scope, feasibility, and technical implications • Measure: track success metrics, analyze usage data, validate hypotheses, and iterate based on what's working

• Elicit, analyze, and document business requirements from stakeholders; translate requirements into user stories, process maps, and functional specifications for the development team • Facilitate Agile ceremonies including sprint planning, backlog grooming, and retrospectives; partner with the development team to ensure requirements are understood and properly scoped • Model and document current-state (as-is) and future-state (to-be) business processes using standard notation (e.g., BPMN, swim lane diagrams) to identify gaps, inefficiencies, and improvement opportunities • Collaborate closely with Software Engineers and QA Testers on the same project team to ensure seamless handoff between requirements, development, and testing phases. • Maintain and prioritize the product backlog; work with product owners to define acceptance criteria and ensure user stories are ready for development • Conduct root cause analysis and process audits; recommend and implement process improvements that enhance efficiency, reduce errors, and improve the end-user experience • Develop and maintain process documentation, SOPs, training materials, and business rule repositories to support knowledge continuity • Support UAT (User Acceptance Testing) coordination, working alongside QA Testers to validate that delivered solutions meet business requirements • Facilitate stakeholder meetings, working sessions, and demos; communicate project status, risks, and changes clearly to both technical and non-technical audiences • Identify and escalate risks or issues that may impact project delivery; propose mitigation strategies in collaboration with project leadership • Stay current on industry trends, process improvement methodologies (Lean, Six Sigma), and relevant technology advancements