DoorDash
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The Elite Proactive Live Order Monitoring team supports our Dashpass customers, Doordash’s most valuable customers, by preventing delivery issues before they occur. Retaining these customers is essential for the business, and your interactions will have a direct impact on Customer sentiment and retention at Doordash by reducing the number of deliveries that end up late or canceled.
The Live Order Monitoring team is responsible for root-causing delivery issues to determine if they are merchant, dasher, or consumer-driven and proactively addressing the problem. While there are standard processes for how to resolve, the team is empowered to do what they think is right in the given situation and provide feedback to shape our ideal playbook and process. The team is responsible for providing a timely resolution to delight the customer, leveraging internal tools, and highlighting common themes that impact the customer’s success.
The Proactive Elite Specialist is:
This role will primarily be responsible for engaging in proactive outreach to support our VIP customers. Proactive outreach involves:
Given the value of these customers, your number one priority will be to go above and beyond to resolve the consumer's pain point and leave the customer satisfied with their support experience. Using your strong customer service, de-escalation, and problem-solving skills, you will help innovate the future of the Support Operations Customer Service Model.
This role isn't just about support; it's about curating an exceptional experience for our most valued customers, setting the standard for excellence in customer engagement at DoorDash.
We offer great compensation packages and comprehensive health benefits.
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
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.
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.