Senior Manager, Support Excellence at Lyft. About the role As a Senior Manager of Support Excellence at Lyft, you will play a pivotal role in enhancing the customer support experience for our users. This position involves leading a team dedicated to delivering exceptional service and ensuring that our support operations are efficient and effective. You will collaborate with various departments to implement best practices and drive continuous improvement initiatives that align with Lyft's mission to provide outstanding service to riders and drivers alike.
Key facts Location: Toronto, Canada
Engagement: Full-time
Salary: Competitive, commensurate with experience
Visa: Open to candidates requiring work authorization
What you'll do Lead and manage a team of support professionals, fostering a culture of excellence and accountability within the group.
Develop and implement strategies to enhance customer support processes, ensuring that they are aligned with Lyft's overall business objectives.
Analyze support metrics and customer feedback to identify areas for improvement and implement actionable solutions.
Collaborate with cross-functional teams, including product, engineering, and operations, to address customer pain points and improve service delivery.
Create and maintain comprehensive training programs for support staff, ensuring they are equipped with the necessary skills and knowledge to assist customers effectively.
Establish and monitor key performance indicators (KPIs) to measure the success of support initiatives and drive continuous improvement.
Serve as a point of escalation for complex customer issues,



providing guidance and support to team members as needed.
Conduct regular performance reviews and provide constructive feedback to team members to promote professional growth and development.
Stay informed about industry trends and best practices in customer support, integrating relevant insights into Lyft's support strategy.
Collaborate with the marketing and communications teams to ensure consistent messaging and branding across all customer touchpoints.
Participate in strategic planning sessions to align support initiatives with Lyft's long‑term goals and objectives.
Advocate for the voice of the customer within the organization, ensuring that customer needs and expectations are prioritized in decision‑making processes.
Requirements Bachelor's degree in Business Administration, Communications, or a related field; a master's degree is a plus.
A minimum of 5 years of experience in customer support or operations management, with at least 2 years in a leadership role.
Proven track record of driving process improvements and enhancing customer satisfaction metrics.
Strong analytical skills, with the ability to interpret data and make data‑driven decisions.




Exceptional communication and interpersonal skills, with the ability to build relationships across all levels of the organization.
Experience with customer support software and tools, such as Zendesk, Salesforce, or similar platforms.
Ability to thrive in a fast‑paced, dynamic environment and manage multiple priorities effectively.
Strong problem‑solving skills and a customer‑centric mindset.
Experience in the tech or transportation industry is highly desirable.
Nice to have Familiarity with project management methodologies, such as Agile or Lean.
Experience in training and development, with a focus on adult learning principles.
Knowledge of customer experience (CX) best practices and frameworks.
Previous experience working in a startup or high‑growth workplace.
Skills & tools Proficient in data analysis and reporting tools, such as Excel or Google Analytics.
Familiarity with customer relationship management (CRM) systems and support ticketing software.
Strong presentation skills, with the ability to convey complex information clearly and effectively.
Competence in using collaboration tools like Slack, Microsoft Teams, or similar platforms.
Practical notes This role is based in Toronto, Canada, and may require occasional travel for team meetings or training sessions.
Candidates must be eligible to work in Canada and may need to provide proof of work authorization.
The salary for this position is competitive and will be determined based on the candidate's experience and qualifications.

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📌 Senior Manager, Support Excellence (Ontario)
🏢 Lyft
📍 Ontario