Advanced Customer Escalations Specialist

About the Team

The Advanced Customer Escalations (ACE) Team supports DoorDash Customers within the Support Operations portfolio and reports to the Supervisor of Operations. The team solves complex problems for DoorDash Customers, and Dashers who have directly reached out to the M-Team and working to surprise and delight when we get things wrong. We partner cross-functionally to ensure that we are resolving the issue and providing guidance on how to prevent the issue from occurring in the future. The team supports all customer concerns by going beyond standard processes and being empowered to resolve issues when workflows do not exist. The team provides a resolution to delight the customer, learning additional tools, and partnering with various partners to suggest process improvements to minimize negative experiences for DoorDash's customer base. The success or failure of this team has an impact directly on the individual customers they are supporting.

About the Role

The ACE Team Specialist is accomplished in supporting our Consumer, Dasher, and Merchant customers. This role is great if you are looking to work independently while working cross-functionally with partners to be the voice of our customers for our products, services and processes that DoorDash provides. You will be responsible for end-to-end support of our customers by managing their concerns, handling their escalated needs, and providing feedback and solutions to partners about issues that negatively impact our customers to remove the friction that exists. You will leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash. You will own all issues, make proactive calls based on escalations, and follow up on every issue. Using your skills, you will help improve the future of the Support Operations Customer Service Model. You will partner with various teams in an involved, informed, and consultative approach that provides updates as to customer concerns, feedback, and ideas as to current and potential product opportunities.

You're excited about this opportunity because you will…

Create a delightful, consultative, high-touch, customer experience that handles the customer's concerns and exceeds the customer's expectations while understanding their needs and providing them with the appropriate DoorDash solution

Leverage all resources and cross-functional partners to improve the customer experience

Work cross-functionally with the S&O team partners to be the voice of the customer for our products, services and processes that DoorDash provides

Participate in programs to help increase customer retention

Be empowered to make decisions and escalate edge cases to BPAs and ACE Leadership to make the customer's situation better

We're excited about you because…

You have at least 6+ months of experience at DoorDash and a minimum of 1 year of teammate experience, mainly supporting our Consumers, and Dashers.

You are ranked in the top 10% of your current Line of Business.

You achieve a QA score of 90% or better and exceed your current team’s productivity goals.

You're enthusiastic about our customers and always want to help them succeed.

You have experience with de-escalating customers and turning detractors into lifelong promoters of DoorDash.

You have attention to detail and critical thinking skills.

Your customers love you and always have great things to say about you.

Applications for this position are accepted on an ongoing basis

Compensation

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.

DoorDash cares about you and your overall well-being. That’s why we offer a 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 (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here .

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 (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national base pay range for this position within the United States, including Illinois and Colorado.

$24.20 — $35.60 USD

About DoorDash

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.

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.

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