At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Customer Response is a specialized, centralized, and cross functional team that collaborates with Product, Engineering, Customer Experience 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:

• Analyze the financial impact of open bugs and flawed user experiences
• Manage end-to-end the Product and Engineering business response
• Create and maintain real-time monitoring on CET bug pathways
• Analyze data from CET bug pathways and 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, Customer Experience and Operations 
• Develop strong hypotheses, independently solve problems, and uncover customer pain points 
• Owns the continual development and maintenance of all playbooks relating to the identification of and business response to all Engineering and or Product incidents which lead to less than optimal experiences for Lyft's Passenger and Drivers
• 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 
• Provide friendly and timely support to Lyft drivers and passengers impacted by bugs

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
• Anodot experience 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, influence, 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 

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment  without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. 

Until further notice, Lyft employees working in the United States in any capacity (on a daily or hybrid schedule or as a visitor) are required to provide proof of full vaccination against COVID-19. Employees are considered fully vaccinated two weeks after completion of the entire recommended series of vaccination (usually one or two doses) with a vaccine authorized to prevent COVID-19 by the federal Food and Drug Administration (FDA), including by way of an emergency use authorization. Lyft will maintain records associated with your vaccination history in a way that is compliant with all relevant Federal, state and local laws. Exceptions to this requirement are employees who require religious or medical exemption as approved through Lyft's accommodations process.