About the Team
The DoorDash for Business (DDfB) Support Representative supports high-value Corporate DoorDash Customers within the Support Operations portfolio. This team is responsible for handling chats for some of our highest value DoorDash for Business Customers. The role of the team is to prevent churn of these clients through exceptional service and appropriately tailored solutions for our corporate customers. The team follows processes to resolve all customer issues while also being empowered to resolve issues that may even fall outside of the DDfB workflows.
About the Role
You will manage quality for intraday and holiday operations across Convenience, Grocery, and Alcohol at DoorDash. You'll implement standard procedures, use internal tools, and engage with customers, merchants, and Dashers. Your role involves monitoring operations to identify fulfillment issues early and contributing to new pilot initiatives.
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Responsibilities:
- Monitor intraday customer experience metrics
- Use internal tools to solve problems proactively and reactively
- Communicate (outbound) with customers, merchants, and Dashers via phone, text, or chat
- Create documentation for processes to support quality improvement initiatives
- Support new operational processes and pilots
You're excited about this opportunity because you will...
- You enjoy problem-solving, and the opportunity to think outside of the box
- Create a delightful, consultative, customer experience that handles the customer's concerns and exceeds the customer's expectations while understanding their needs and providing them the appropriate DoorDash solution
- Deal with ambiguity by conducting pilot programs designed to improve the overall customer experience
- Work cross-functionally with partners to be the voice of the customer for our products, services, processes, and policies that DoorDash provides
- Participate in new strategies, processes, and programs to help increase customer retention
- Be empowered to make decisions that will make the customer's situation better
We're excited about you because...
- You have at least 6+ months of customer facing experience in a support or account management capacity preferably in a technology-enabled industry.
- Empathetic and customer-oriented approach with ability to understand and creatively address restaurant questions and potentially ambiguous situations.
- Excellent communication skills to convey the DoorDash vision and operational processes clearly and enthusiastically to customers.
- Experience in training non-technical customers on technical software and tools.
- A highly organized, detail-oriented and process-driven approach to work.
- Demonstrated problem-solving skills.
- Great passion for customer service.
- You're eager to collaborate cross-functionally with new teams.
- You have great skills in Google Sheets/Excel and enjoy simplifying data handling.
- You're committed to fostering a trusting team culture and providing support to teammates.
Nice to Haves
- College Degree or equivalent experience
- You have a previous support or entry level account management background
Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users-from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.
Our Commitment to Diversity and Inclusion
We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
If you need any accommodations, please inform your recruiting contact upon initial connection.