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 idóneo 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:
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- 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 expe
📌 Senior Specialist, Customer Response (México)
🏢 Lyft
📍 México