The friendly ride-sharing alternative to Uber
Lyft, headquartered in San Francisco, CA, is a leading ride-sharing company focused on improving transportation experiences in the U.S. and Canada. With over 100 million rides completed and $4.9 billion raised in funding, Lyft aims to provide a more reliable and environmentally friendly alternative ...
Lyft offers a comprehensive benefits package including unlimited paid time off for salaried employees, 15 days PTO for hourly team members, and 18 wee...
Lyft fosters a culture focused on reliability and friendliness, positioning itself as a greener alternative to Uber. The company emphasizes local oper...
Lyft • Mexico City, Mexico
Lyft is seeking a Senior Specialist in Customer Response to manage the end-to-end incident response for product and engineering issues. You'll collaborate with cross-functional teams to enhance user experiences. This role requires strong analytical skills and the ability to operate in ambiguous environments.
You have a strong analytical mindset and are comfortable operating in ambiguous environments where high-impact decisions are made independently and rapidly. You describe yourself as highly technically minded, customer-centric, exceptionally driven, and action-oriented. Your ability to communicate complex ideas with ease and your resourcefulness make you a creative solution finder. You thrive in situations that require independent problem-solving and are adept at making high-impact decisions. You have experience in managing customer responses and are familiar with incident management processes.
Experience in a customer response or incident management role is a plus. Familiarity with product and engineering collaboration is beneficial. You may have a background in data analysis or customer service, which will help you excel in this position.
In this role, you will manage the end-to-end Product and Engineering business response to large-scale flawed user experiences. You will create and maintain real-time monitoring on internal and external incidents, ensuring that you are on call for business response and monitoring after business hours. You will analyze data from incidents to identify trends and areas for improvement. Additionally, you will create, present, and own the outcomes from incident response postmortems, providing insights that will help prevent future issues. You will partner and develop strong relationships with cross-functional teams across Product, Engineering, Safety + Customer Cares (SCC), and Operations to eliminate customer pain points.
Lyft offers a collaborative work environment where all team members belong and have the opportunity to thrive. You will be expected to work in the office three days per week, with the flexibility to work from anywhere for up to four weeks per year. This hybrid role allows you to balance in-office collaboration with remote work, fostering a supportive and engaging workplace culture. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.
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