About the Role

The Global Advocate is accomplished in supporting our Consumer, Dasher, and Merchant customers in partnership with our BPO Partners. You will be responsible for quickly providing case knowledge and solutions through consultations and taking action through an assist where quick resolution can be accomplished, based on your permission levels. Global Advocates will also take over indirect or manage direct complex cases to see through the resolution. You will own the end-to-end support of our internal and external customers by answering teammate questions and providing feedback and solutions for roadblocks that teammates encounter on a daily basis. Keeping up with best practices and identifying gaps and failures within our current processes, knowledge, and behaviors will be vitally important.

Global Advocates are excellent communicators who know the needs of our customers and are passionate about removing barriers, adapting quickly, getting the details right, and having the appropriate level of follow-through that our customers expect. You will leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash.

You're excited about this opportunity because you will...

• Have a passion for assisting and guiding others to find solutions.
• Take ownership of complex cases and are empowered to find a resolution
• Learn and stay up to date with correct processes, policies, and changes that will impact teammates and customers.
• Develop deep expertise in how DoorDash's processes, systems, and resources work, and how to use them to drive positive outcomes for our customers and agents
• Enjoy working cross-functionally across different departments to get issues resolved.
• Partner with stakeholders to improve our products, services, processes, and policies

We're excited about you because...

• You have a 6 month to 1 year of experience preferred at DoorDash.
• Experience with handling escalated and complex customer issues using email, phone, or chat.
• Acts as a mentor to others by helping to answer questions and share knowledge.
• You are a problem solver who sees gaps in workflows and knows the resources that can be leveraged to find the answer out.
• You are a team player who escalates to the appropriate teams to ensure others have access to the knowledge base and workflows.
• You're enthusiastic about our customers and always wanting to help them succeed.
• You're self-motivated and have a bias towards action. You're able to thrive in a fast-paced, constantly changing work environment.
• You have experience with de-escalating customers and turning detractors into lifelong promoters of DoorDash.
• Your teammates appreciate your support and always have great things to say about you.

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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce - people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.