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 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 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. Great passion for customer service. You’re eager to collaborate cross‑functionally with new teams. You have great skills in Google Sheets/Excel and enjoy simplifying data handling. You’re committed to fostering a trusting team culture and providing support to teammates. Nice to Haves College Degree or equivalent experience You have a previous support or entry level account management background Benefits Premium healthcare Wellness expense reimbursement Paid parental leave Our Commitment to Diversity and Inclusion 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. Statement of Non-Discrimination : In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. 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. Thank you to the Level Playing Field Institute for this statement of non‑discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial connection. #J-18808-Ljbffr