[Hiring] Senior Support Supervisor @DoorDash USA

Role Description

The Senior Support Supervisor leads a team of Technical Support Specialists supporting our Online Ordering product. Our customers are merchants, primarily restaurants, who rely on our platform to power their digital ordering experience, and this role is accountable for daily operational performance, service level compliance, escalation management, and overall support quality that directly impacts merchant success.

• Lead a team of Support Specialists and own service level performance, resolution quality, and overall operational outcomes.
• Handle high impact merchant escalations, including difficult phone calls and written communication with senior or frustrated stakeholders.
• Improve workflows, tooling configuration, automation, and artificial intelligence functionality within our ticketing platform.
• Identify systemic operational gaps, define improvement plans, and implement structured process changes.
• Use support data and cross functional collaboration with Product, Engineering, and Operations to resolve recurring issues and improve merchant experience.

Qualifications

• 3 to 6 years of experience in Customer Support or Operations within a software or online platform environment.
• At least 3 years of direct people management experience leading frontline teams.
• Owned operational performance metrics such as service level compliance, resolution time, escalation rates, and quality standards.
• Led implementation of operational improvements, including workflow redesign, tooling updates, or process standardization initiatives.
• Hands-on experience using and improving ticketing systems such as Intercom, or comparable platforms, including routing logic, automation, or artificial intelligence features.
• Handled complex merchant or customer escalations and driven cross functional resolution involving Product, Engineering, or Operations.

Requirements

• Experience in managing operational performance metrics.
• Proven track record of leading teams and implementing process improvements.
• Familiarity with ticketing systems and automation tools.
• Ability to handle escalations and collaborate with cross-functional teams.

Benefits

• Comprehensive benefits package including a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and commuter benefits match.
• Paid time off and paid sick leave in compliance with applicable laws.
• Medical, dental, and vision benefits.
• 11 paid holidays, disability and basic life insurance.
• Family-forming assistance and a mental health program.