Customer Response Analyst

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

Please submit your resume in English.