About the TeamThe 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 RoleYou 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.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 pilotsYou'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 solutionDeal 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 providesParticipate in new strategies, processes, and programs to help increase customer retentionBe empowered to make decisions that will make the customer's situation betterWe'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 HavesCollege Degree or equivalent experienceYou have a previous support or entry level account management backgroundNotice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC OnlyWe 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: CoveyAbout DoorDashAt 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 InclusionWe'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.
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