Welcome to the inaugural episode of Office Hours, the interview series that takes you behind the scenes at Lyft's San Francisco headquarters. This week we sat down with veteran Support Associate Hadley B.
What were you doing before you joined the Lyft team?
I worked in children’s mental health – I’ve worked with kids my whole life – and also have experience working on crisis hotlines. I definitely learned how to handle stressful situations. I know how to get people help and resources when they need them most.
I heard about the opportunity [to join Lyft] and it sounded great! I’m really excited to be a part of the community.
What would you say makes our community so unique and special?
The fact that it’s based on having fun and making everyone feel united. I like that it’s a human experience. We want to connect people.
You must hear a lot of Lyft stories in phone calls and emails. Do you have a favorite?
There was one recently about an older gentleman who left his cane at a Jamba Juice. He realized just as he was being dropped off and told the driver. The driver went all the way back to the Jamba Juice, got the cane, and brought it back to the man’s house. He didn’t even need to contact Support! The man who got his cane back was super excited and sent us the cutest email.
If you were a #LyftCreative, what would your theme be?
Cats. I’m sure there’s already a cat-Lyft, there has to be. Not with actual cats, stuffed cats. I would just be a giant cat-Lyft.
What’s one piece of advice every driver should know?
Have good boundaries. There are two separate meanings here: Be in tune with your passenger’s body language and how they feel, and also have good boundaries for yourself. Sometimes I hear about passengers who try to fit five people in the car, and the driver feels pressured to do it. You do not have to do that! Always make sure that you feel comfortable.
Reach out to older drivers if you’re new. Use the Lounge, get advice, and if you’re ever unclear on anything, email us – better safe than sorry.
I hope drivers remember Lyft is a startup and we’re growing. Change is an integral part of everything here. Most companies you interact with are not changing quite this rapidly all the time, and everything’s well laid-out and established. That’s just not really possible at a startup. Sometimes you don’t even want that at a startup, you want there to be change.
It can be a little nuts, but great things are happening. This is definitely a new frontier. It’s like Star Trek.
Office Hours takes you behind the scenes at our San Francisco headquarters to meet the dedicated crew that keeps Lyft rolling. Tune in next week to for some Q&A with Harrison, our Brand Lead.