Customer Service Lead Jobs in Tennessee

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.

This is a hands-on leadership role sitting at the centre of how Lyft's talent acquisition team operates day-to-day. You'll lead the coordination team — setting the standard for scheduling excellence, coaching your team through complex challenges, and partnering across TA to remove friction from the candidate journey.

This role is roughly half people management and coaching, half active contribution to scheduling and team projects. The right person is someone who leads from the front: credible on the tools, invested in their team, and genuinely curious about what better looks like.

Responsibilities:

• Establish and hold the team accountable to scheduling SLAs — turnaround times, ticket pickups, interview confirmations — while building the environment where those standards are sustainable, not just enforced.
• Spotting the process gaps before they become escalations, using data to back your decisions, and asking regularly whether manual work can be simplified, automated, or eliminated. When you identify an opportunity, you don't just flag it — you drive it through to implementation.
• Coach and develop individual contributors: onboarding new team members, identifying skill gaps, providing specific and actionable feedback on a regular basis. Part of that coaching is helping the team build comfort with new tools and ways of working — you model curiosity about process improvement and bring the team along with you, rather than leaving them to catch up.
• Proactively seek feedback, identify where the scheduling or communication process is letting candidates down, and drive the changes needed to fix it. Some of those changes will be human — better communication, clearer ownership. Some will be structural — smarter use of automation and tooling to reduce lag, cut repetitive work, and free up the team's attention for the interactions that actually benefit from a person behind them.
• Know the tools deeply — scheduling systems, coordination workflows, data hygiene, automation capabilities — and you use that knowledge to mentor, evaluate, and improve, not just to manage. You'll contribute to workstreams that sit beyond your immediate team, supporting TA OKRs and process improvement initiatives that benefit the wider organization.
• Build and nurture partnerships with Talent Acquisition leaders and Hiring teams on behalf of the recruiting coordination team. You are a strong and productive collaborator who drives and adapts team strategy to maintain excellent logistical candidate management, nurture strong interviewing practices, and advocate for candidate experience and representation of Lyft.

Experience

• 4–6 years of experience in recruitment coordination or talent acquisition operations, with some experience leading or mentoring others
• Strong working knowledge of scheduling systems and coordination tooling, with genuine attention to data integrity
• Experience identifying and implementing process improvements or automation — you've made work measurably better, not just tidier on paper
• Comfortable using metrics to identify problems and evaluate solutions — you don't need a dashboard built for you to ask the right questions
• A track record of giving feedback that lands well: specific, constructive, and delivered with care
• Able to balance competing priorities without dropping the ball on fundamentals
• A collaborative instinct — you build trust with recruiters, hiring managers, and candidates alike, and you're known for following through

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

Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Nashville area is $72,160 - $90,200 not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.