Customer Impact Specialist

Lyft

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

Responsibilities:

  • 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

Experience:

  • 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