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
**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 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.