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 thriveCustomer 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:Manage the end-to-end Product and Engineering business response to large scale flawed user experiencesCreate and maintain real-time monitoring on internal and external incidentsAnalyze data from internal and external incidentsOn call for business response and monitoring after business hoursCreate, present and own the outcomes from incident response postmortemsPartner and develop strong relationships with cross-functional teams across Product, Engineering, SCC and OperationsDevelop strong hypotheses, independently solve problems,



and uncover customer pain pointsOwn the continual development and maintenance of all playbooks relating to the identification of and business response to all incidentsInvestigate, validate and escalate bugs using your deep technical knowledgeContribute your ideas on how we can continuously improve our systems and processesCreate an exceptional, personalized service experience for Lyft users on a large scaleProvide friendly and timely support to Lyft drivers and passengers impacted by incidentsExperience:Commitment to excellence & strong focus on customer experience2+ years experience in i OS and Android technical support2+ years experience in internal and external customer supportIntermediate knowledge of SQL is a plus2+ years Experience with JIRA, support ticketing systems, and agile development processesExude a high-level of discernment and discretion in an ambiguous and fast-paced environmentPrioritization of bugs with cross-functional business teamsGenuinely excited and enthusiastic about learning and pushing technical limits / finding new solutions to old problemsAbility to influenceSelf-motivated and driven with a knack for problem-solvingStrong analytical skills and technology experience strongly preferredAptitude for acquiring skills in technical knowledge and eagerness to learnStrong familiarity with i OS and Android operating systems; comprehensive understanding of how mobile applications functionStrong cross-functional skills with good interpersonal effectiveness and ability to get things done through both formal and informal meansStrong oral and written communication skills; extremely attentive to detailAbility to thrive in a fast-paced environment and comfortable with change, uncertainty and charting new territoryLyft highly values having employees working in-office to foster a collaborative work environment and company culture.

📌 Senior Specialist, Customer Response (San Pedro Garza García)
🏢 Lyft
📍 San Pedro Garza García