Customer Impact Specialist

  • Lyft
  • Nashville, TN, USA
  • Dec 02, 2019
Full time Information Technology Transportation

Job Description

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 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

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.