Senior Specialist, Customer Response

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

Customer Response is a specialized, centralized, and cross-functional team that collaborates with Product, Engineering, Safety + Customer Cares (SCC), and Operations to eliminate customer pain through the identification, investigation, and escalation of bugs and flawed user experiences. As a Customer Response Analyst, you own the comprehensive Product + Engineering Incident Response when Lyft customers are impacted. The ideal candidate is comfortable operating in an ambiguous environment where high impact decisions are made independently and rapidly. You describe yourself as highly technically minded, customer-centric, exceptionally driven, and action oriented. If you’re highly analytical, resourceful, can communicate complex ideas with ease, a creative solution finder, and adept in making high impact decisions independently, then we’d like to talk to you. 

Responsibilities: 

• Manage the end-to-end Product and Engineering business response to large scale flawed user experiences
• Create and maintain real-time monitoring on internal and external incidents
• Analyze data from internal and external incidents
• On call for business response and monitoring after business hours
• Create, present and own the outcomes from incident response postmortems
• Partner and develop strong relationships with cross-­functional teams across Product, Engineering, SCC and Operations 
• Develop strong hypotheses, independently solve problems, and uncover customer pain points 
• Own the continual development and maintenance of all playbooks relating to the identification of and business response to all incidents
• Investigate, validate and escalate bugs using your deep technical knowledge
• Contribute your ideas on how we can continuously improve our systems and processes
• Create an exceptional, personalized service experience for Lyft users on a large scale
• Provide friendly and timely support to Lyft drivers and passengers impacted by incidents

Experience: 

• Commitment to excellence & strong focus on customer experience 
• 2+ years experience in iOS and Android technical support 
• 2+ years experience in internal and external customer support
• Intermediate knowledge of SQL is a plus
• 2+ years Experience with JIRA, support ticketing systems, and agile development processes 
• Exude a high-level of discernment and discretion in an ambiguous and fast-paced environment
• Prioritization of bugs with cross-functional business teams
• Genuinely excited and enthusiastic about learning and pushing technical limits / finding new solutions to old problems
• Ability to influence 
• Self-motivated and driven with a knack for problem-solving 
• Strong analytical skills and technology experience strongly preferred 
• Aptitude for acquiring skills in technical knowledge and eagerness to learn 
• Strong familiarity with iOS and Android operating systems; comprehensive understanding of how mobile applications function
• Strong cross-functional skills with good interpersonal effectiveness and ability to get things done through both formal and informal means 
• Strong oral and written communication skills; extremely attentive to detail 
• Ability to thrive in a fast-paced environment and comfortable with change, uncertainty and charting new territory  

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 Mexico City — 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

Please submit your resume in English.