Associate, Customer Impact

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Customer Impact sits at the intersection of customer experience and engineering accountability. As an Associate on the Bug Review team, you will investigate flawed user experiences, verify and escalate bugs through structured cross-functional workflows, and drive visibility on open platform issues so resolution doesn't stall. Bug Review is the triage layer to separate signal from noise, ensuring Engineering receives verified, credible escalations instead of a flood of unvetted reports.

The Bug Review Associate is the front line of that triage layer. You'll investigate incoming bug reports, verify reproducibility and impact, and manage tickets through their Jira lifecycle,  turning raw customer signal into evidence Engineering can act on. This is a high-volume, detail-driven role: you'll work a defined queue of tickets each day, applying consistent investigation standards so that what reaches our Sr. Specialists and Engineering is already vetted.

Because many of the reports you're investigating come from riders or drivers who had a genuinely bad experience, this role also requires direct, empathetic communication with customers. You're often the person following up on an issue that upset them.

This role is part of a new HQ Associate model based in Mexico, built to bring bug review in-house with tighter tooling access, stronger quality control, and closer partnership with the broader teams. Associates report directly into the Customer Impact structure.

Responsibilities

• Investigate and triage incoming bug reports against defined criteria (reproducibility, severity, customer impact)
• Open bug tickets in Jira and document investigation findings clearly and accurately for each case
• Apply consistent quality and documentation standards so escalations are engineering-ready
• Meet daily/weekly productivity targets (ticket volume and average handle time) while maintaining accuracy)
• Flag patterns or recurring issues to Sr. Associates or Sr. Specialists for further investigation
• Use internal tools (Zendesk, Amazon Connect, Sentry, and related platforms) to gather evidence and context for each ticket
• Escalate ambiguous or high-severity cases
• Participate in calibration sessions and ongoing training to stay aligned with evolving bug review standards
• Meet/exceed efficiency and customer satisfaction KPIs

Experience

• Minimun of one (1)  year of experience in technical support, QA, bug triage, or a similar investigative/customer-facing role
• Comfort working within ticketing systems (Jira, Zendesk, or similar) and following structured workflows
• Experience working in a fast-paced environment, while also being efficient with their time, and detail oriented
• Strong attention to detail and ability to follow documented investigation criteria consistently
• You truly care about Lyft’s mission, and the happiness and success of our customers
• Impeccable communication skills. Your communication style conveys empathy and complex instructions warmly, succinctly, and with flawless spelling and grammar
• Ability to manage a high-volume queue while maintaining quality and meeting productivity targets
• A zest for problem-solving. You enjoy applying your own knowledge and inquisitiveness towards helping others by actively listening, asking thoughtful questions, and methodically working towards a solution
• Analytical curiosity. You naturally synthesize inputs from individual customer issues to identify trends
• Basic familiarity with mobile app ecosystems (iOS/Android) is a plus
• Reliable, self-motivated, and comfortable with repetitive, process-driven work at scale
• Preferred
  • Exposure to bug/defect tracking in a rideshare, marketplace, or consumer tech environment

Please submit your resume in English.