Global Advocate at DoorDash

Tempe, Arizona, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, TechnologyIndustries

Requirements

Open availability and comfort working evenings, weekends, and holidays in a rotating schedule to support global customers
6 months to 1 year of experience at DoorDash or 2 years of relevant experience
Experience handling escalated and complex customer issues using email, phone, or chat
Ability to act as a mentor by helping others answer questions and share knowledge
Problem-solving skills to identify gaps in workflows and leverage resources for solutions
Team player who escalates to appropriate teams to ensure access to knowledge base and workflows
Enthusiasm for customers and desire to help them succeed
Self-motivated with a bias towards action, able to thrive in a fast-paced, constantly changing environment
Experience de-escalating customers and turning detractors into promoters
Positive reputation among teammates for support

Responsibilities

Provide top-tier support to Consumers, Dashers, Merchants, and frontline teammates worldwide
Quickly provide case knowledge and solutions for all lines of business (Cx, Dx, Mx) by partnering with BPO partners, consulting, or taking action via "assist" based on permission levels
Take over complex cases to ensure resolution
Own end-to-end support for internal and external customers, answering teammate questions and providing feedback/solutions for roadblocks
Keep up with best practices, identify gaps and failures in processes, knowledge, and behaviors
Leverage appropriate tools, escalation channels, and make empowered decisions for win-win outcomes
Communicate effectively, adapt quickly, get details right, and follow through as expected
Develop deep expertise in DoorDash’s processes, systems, and resources to drive positive outcomes
Work cross-functionally across departments to resolve issues
Partner with stakeholders to improve products, services, processes, and policies

Skills

Customer Support

Case Management

Escalation Handling

Process Improvement

BPO Collaboration

Merchant Support

Dasher Support

Consumer Support

Communication

Problem Solving

DoorDash

On-demand food delivery service

About DoorDash

DoorDash connects customers with local and national restaurants for on-demand food delivery, primarily in the United States, Canada, and Australia. The platform allows users to browse menus and place orders, which are delivered by drivers known as "Dashers." DoorDash's business model includes charging restaurants a commission and customers delivery and service fees, making it distinct in its three-sided marketplace approach. The company's goal is to lead the food delivery market by enhancing user experience and expanding its services.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$2,404.4MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

10,001+Employees

Benefits

Health & Wellness - Premium medical, dental, and vision insurance plans, including fertility coverage. Monthly gym and wellness reimbursement.

Compensation - Competitive salary with bi-annual performance reviews. Meaningful equity opportunities - with quarterly vesting.

Time When You Need It - Flexible vacation days for salaried employees. Generous vacation and sick days for hourly team members. Paid Parental Leave to support our DoorDash families.

Flexible Work Support - At-home office equipment and monthly WiFi support while working from home. Enjoy your favorite lunch on us while working in one of our offices.

Risks

Cannabis delivery faces competition from new market entrants, impacting market share.

Ibotta partnership may underperform if digital promotions don't resonate with customers.

Expansion into non-traditional categories may dilute DoorDash's core brand identity.

Differentiation

DoorDash's entry into cannabis delivery diversifies its service offerings.

Partnership with Ibotta enhances digital promotions, adding value for customers.

Collaboration with The Trade Desk boosts targeted advertising capabilities.

Upsides

Cannabis delivery opens new revenue streams amid growing demand for THC and CBD products.

Ibotta partnership may increase order frequency through enhanced digital promotions.

David's Bridal partnership taps into the lucrative wedding industry, diversifying offerings.

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