Content Writer

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.

As Support Content Writer, you’ll be responsible for writing external-facing support content that enables riders and drivers to solve their own issues without contacting support. The ideal candidate is an intellectually curious writer who is thorough, analytical, and undaunted by research and fast-paced change. This position requires a wordsmith who loves interviewing subject matter experts across Lyft, learning, and breaking down complex topics/processes into simple, engaging, findable content. This is a great role for a strong writer who wants to create great help experiences for the riders and drivers on Lyft’s platform, while also honing their technical skills and growing their career at Lyft. While the focus of the role is on writing, you’ll also have autonomy to push the design of articles by incorporating graphics, illustrations, and dynamic content. Basically, if it’s in the Help Center, you’re the person who will drive a strong perspective to make it great. You’ll work with a fun team of driven, cross-functional people with a diverse set of skills.

Responsibilities:

• Strategize on how to deliver effective content for various topics; write and edit copy for Lyft’s public-facing help content (web and in-app), including articles, process maps, glossary terms, customer support messages, as well as other support materials
• Collaborate across multiple teams (Product, Legal, Customer Experience, Training) to maintain support documentation and ensure consistency between Lyft policies and support content 
• Manage incoming requests and tasks, and serve as a point of contact for teams seeking content assistance
• Produce high-quality, user-friendly content deliverables, adhering to defined project plans and shifting timelines
• Translate complicated concepts, processes, workflows, policies, or legal documents into jargon-free copy that makes sense to drivers and riders
• Monitor content usage; evaluate content effectiveness and provide recommendations and strategies that increase content accuracy, findability, and clarity

Experience:

• Undergraduate degree or equivalent required 
• Superior written and verbal communication skills
• 2+ years of experience in content creation/management/editing or technical writing, preferably in a customer-focused or operations role
• A portfolio of work that demonstrates high-quality content
• Comfortable managing multiple projects in a fast-paced environment that’s subject to rapid change and uncertainty
• Demonstrate self-motivation, commitment to excellence, attention to detail, and the ability to see the big picture
• Strong interpersonal skills, with the ability to build relationships and work collaboratively
• Strong problem-solving skills, with the ability to understand and meet business needs in a feasible and strategic way

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. 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 or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.  

Until further notice, Lyft employees working in the United States and Canada in any capacity (on a daily or hybrid schedule, remote, or as a visitor) are required to provide proof that they are fully vaccinated and up to date against COVID-19. Fully vaccinated and up to date means an employee has: 1) received all recommended doses in a primary series of COVID-19 vaccine; and 2) either has received a booster dose or is not yet eligible to receive a booster dose but will do so when eligible. Lyft will maintain records associated with your vaccination history in a way that is compliant with all relevant Federal, state and local laws. Exceptions to this requirement are employees who require religious or medical exemption as approved through Lyft's accommodations process. New employees must provide proof of full vaccination or receive an accommodation exception approval prior to their start date.

This role is work-from-anywhere, excluding the following states and territory: Alabama, Arkansas, Delaware, Iowa, Kansas, Maine, Mississippi, Nebraska, New Hampshire, North Dakota, Oklahoma, South Dakota, West Virginia, Wyoming, Puerto Rico.

For candidates living in Colorado the expected base pay range is $55,350-$65,120 and depending on a variety of non-discriminatory factors, including qualifications, experience and geographic location.