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Lyft // on-demand ride-sharing
Nashville, TN    Posted: Friday, January 24, 2020
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At Lyft, community is what we are & its what we do. Its what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, & diverse organization where all team members are recognized for what they bring.

Customer Impact is a specialized, centralized, & cross functional team that collaborates with Product, Engineering, Customer Experience & Operations to eliminate customer pain through the identification, investigation, & escalation of bugs & flawed user experiences. As a Customer Impact Specialist you bridge the gap between customers & product & engineeringby triaging bugs & flawed user experiences. The ideal candidate is passionate about the customers experience & is an advocate for the Lyft community. We're looking for someone motivated to go above & beyond for our community members to instill trust in the Lyft platform. Ideally you are technically minded, customer centric, & exceptionally driven. If youre highlyanalytical, resourceful, can communicate complex ideas with ease, & are a creative solution finder, then wed like to talk to you.


  • Investigate, validate & escalate bugs & flawed user experiences using your deep technical knowledge & skills
  • Support the incident response team
  • Develop strong hypotheses, independently solve problems, & uncover customer pain points
  • Partner & develop strong relationships with cross-functional teams across Product Engineering, Customer Experience & Operations
  • Create an exceptional, personalized service experience for Lyft users
  • Provide friendly & timely support to Lyft drivers & passengers impacted by bugs & flawed user experiences
  • Contribute your ideas on how we can continuously improve our systems & processes
  • Prioritization of bugs with cross-functional business teams
  • Own the process & maintenance of the Customer Impact playbook


  • Commitment to excellence & strong focus on customer experience
  • 1+ years experience in iOS & Android technical support
  • 2+ years experience in internal & external customer support
  • Self Motivated & driven with a knack for problem solving
  • Strong analytical skills & technology experience strongly preferred
  • Aptitude for acquiring skills in technical knowledge & eagerness to learn
  • Strong familiarity with iOS & Android operating systems; comprehensive understanding of how mobile applications function
  • 2+ years experience with JIRA or similar bug ticketing systems, support ticketing systems, & agile development processes
  • Strong cross-functional skills, ability to influence, & ability to get things done through both formal & informal means
  • Strong interpersonal skills & relationship building skills required
  • Strong oral & written communication skills; extremely attentive to detail
  • Ability to thrive in a fast paced environment
  • Comfortable with change, uncertainty & charting new territory


  • Great medical, dental, & 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, & 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 & 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 & safe workplace & strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance & other similar state laws & local ordinances, & its internal policy, Lyft will also consider for employment qualified applicants with arrest & conviction records.

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