Specialist, Customer Impact at Lyft U.S. Anywhere
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 Impact 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 Impact Specialist you bridge the gap between customers and product and engineering by triaging bugs and flawed user experiences. The ideal candidate is passionate about the customer’s experience and is an advocate for the Lyft community. We're looking for someone motivated to go above and beyond for our community members to instill trust in the Lyft platform. Ideally you are technically minded, customer centric, and exceptionally driven. If you’re highly analytical, resourceful, can communicate complex ideas with ease, and are a creative solution finder, then we’d like to talk to you.
Investigate, validate and escalate bugs and flawed user experiences using your deep technical knowledge and skills
Support the incident response team
Develop strong hypotheses, independently solve problems, and uncover customer pain points
Partner and develop strong relationships with cross-functional teams across Product Engineering, Customer Experience and Operations
Create an exceptional, personalized service experience for Lyft users
Provide friendly and timely support to Lyft drivers and passengers impacted by bugs and flawed user experiences
Contribute your ideas on how we can continuously improve our systems and processes
Prioritization of bugs with cross-functional business teams
Own the process and maintenance of the Customer Impact playbook
Commitment to excellence & strong focus on customer experience
1+ years experience in iOS and Android technical support
2+ years experience in internal and external customer support
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
2+ years experience with JIRA or similar bug ticketing systems, support ticketing systems, and agile development processes
Strong cross-functional skills, ability to influence, and ability to get things done through both formal and informal means
Strong interpersonal skills and relationship building skills required
Strong oral and written communication skills; extremely attentive to detail
Ability to thrive in a fast paced environment
Comfortable with change, uncertainty and charting new territory
Great medical, dental, and vision insurance options
Mental health benefits
Family building 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 and Canada in any capacity (on a daily or hybrid schedule, remote, or as a visitor) are required to provide proof that they are fully vaccinated and up to date against COVID-19. Fully vaccinated and up to date means an employee has: 1) received all recommended doses in a primary series of COVID-19 vaccine; and 2) either has received a booster dose or is not yet eligible to receive a booster dose but will do so when eligible. 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. New employees must provide proof of full vaccination or receive an accommodation exception approval prior to their start date.
This role is work-from-anywhere, excluding the following states and U.S. territory: Kansas, Mississippi, Oklahoma, West Virginia, Puerto Rico.
For candidates living in Colorado the expected base pay range is $26.61-$31.31 and depending on a variety of non-discriminatory factors, including qualifications, experience and geographic location.