Associate, Customer Impact

About the role

Lyft is looking for an Associate on the Bug Review team to act as the first line of triage for customer‑reported issues. You will investigate, verify, and document bugs, turning raw customer signals into actionable tickets for engineering.

Key responsibilities

• Investigate and triage incoming bug reports using defined criteria (reproducibility, severity, impact).
• Open and manage bug tickets in Jira, documenting findings clearly.
• Apply consistent quality and documentation standards to ensure escalations are engineering‑ready.
• Meet daily/weekly productivity targets while maintaining accuracy.
• Identify patterns or recurring issues and flag them to senior team members.
• Use internal tools (Zendesk, Amazon Connect, Sentry) to gather evidence and context.
• Escalate ambiguous or high‑severity cases and participate in calibration sessions.

Required profile

• Minimum 1 year of experience in technical support, QA, bug triage, or a similar investigative/customer‑facing role.
• Comfort working with ticketing systems (Jira, Zendesk) and structured workflows.
• Ability to work efficiently in a fast‑paced, detail‑oriented environment.
• Strong attention to detail and consistent adherence to investigation criteria.
• Passion for Lyft’s mission and commitment to customer happiness.

Required skills

• Jira
• Zendesk
• Sentry
• Amazon Connect