DoorDash for Business Support Representative
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
The DDfB Support Representative is accomplished in supporting our Consumers. You will be responsible for end to end support of our customers by owning the concerns, handling their escalated needs and providing feedback and solutions to partners about issues that negatively impact our customers in an effort to remove the friction that exists. You will be able to leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash. You will own any and all issues, make proactive calls based on escalations, and follow through on every issue. Using your strong customer service, de-escalation and problem-solving skills, you will help innovate the future of the Support Operations Customer Service Model. The DDfB Support Representative is a customer champion, problem-solver, and excellent DoorDash advocate, who is passionate about helping our customers. They always know how to adapt to their customer, provide appropriate empathy, and quickly resolve any issue presented to them. They 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 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 pilots At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business. 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. 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 Apply Job!