[Hiring] Team Lead, Customer Support, In-Store @DoorDash USA

Role Description

The Team Lead, Customer Support leads our North America-based support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.

You’re excited about this opportunity because you will…

• Act as a Player-Coach.
• Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues.
• Support the Team.
• Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment.
• Coach for Performance.
• Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.
• Drive Team Productivity.
• Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.
• Collaborate Across Teams.
• Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.

Qualifications

• You have 3+ years of Technical Customer Support Experience, with SaaS experience as a plus.
• You know how to inspire, coach, and develop a high-performing remote team.
• You care deeply about delivering an outstanding customer experience every time.
• You’re a clear and confident communicator, both in writing and in person.
• You’re a strong problem solver who can handle complex and escalated issues with ease.
• You’re comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards.

Company Description

At 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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.

We’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.

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.