Customer Response Analyst

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over 4 years old

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At Lyft, community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring.

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 Customer Experience & Trust (CET) bug pathways
  • Analyze data from Customer Experience & Trust (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 preferred
  • 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
  • In addition to 11 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
  • Monthly commuter subsidy to cover your transit to work
  • 20% off all Lyft rides

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.