[Hiring] Support Specialist @DoorDash USA

Role Description

As a LOS (LiveOps) team member, you will execute on various standard operating procedures, utilizing internal tools to provide best in class support to our Customers, Merchants, and Dashers. Your work will keep a pulse on new and upcoming support operations as you work to improve and incubate new initiatives within DoorDash for Business.

You're excited about this opportunity because you will…

• Anticipate customer needs and resolve issues before they arise, ensuring seamless experiences that build trust and loyalty.
• Collaborate with teams to identify opportunities for process optimization.
• Leverage your skills to tackle new and diverse challenges.
• Work cross functionally with different departments within DoorDash for Business.

Your responsibilities as part of your scope include but are not limited to:

• Triage customer support issues to assess urgency and assign prioritization.
• Ability to utilize internal and external tools to complete SOP requirements.
• Proactively contact Customers, Merchants, and Dashers via phone, text, or chat to resolve moderately complex issues.
• Create documentation for processes to support specific experiments and initiatives that improve quality (fill out tracker for adherence, but flag gaps/create docs).
• Support new operational processes and pilots.

Qualifications

• You have 2+ years experience working in customer support, operations, or account management.
• You have the ability to prioritize varying tasks.
• You have previously demonstrated the ability to adapt to changing priorities, environments, and challenges while maintaining focus and effectiveness.
• You are able to ‘think outside the box’ and utilize critical thinking to evaluate and resolve situations where established procedures are insufficient or unavailable.
• You ensure accuracy and thoroughness in all tasks by paying attention to detail and maintaining high standards of quality.
• You are comfortable with varying levels of ambiguity.

Requirements

• Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
• Base salary is localized according to employee work location.

Benefits

• Comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits.
• 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.
• Mental health program.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked, and paid sick time accrued at 1 hour for every 30 hours worked.

The national base pay range for this position within the United States, including Illinois and Colorado: $21.20 — $31.20 USD.