About the Team

The mission of the Customer Experience team is to make DoorDash the platform of choice for new and existing Customers by ensuring we provide the best possible service from setting an account to receiving the order. This involves not only providing support when and where needed, but also identifying opportunities for improvement across the Customer journey and working cross functionally to action on them.

About the Role

We are looking for a Customer Experience Specialist to help our customer support team scale to meet the rapid growth of our international last-mile logistics platform. You will be analytical and empathetic, have a background in effective execution and be excited to solve one of our most challenging problems.

You’ll be a strategic problem solver and an expert responsible for ensuring that a large cross-functional team - including operations, product and engineering - is working together seamlessly to provide an exceptional customer experience. 

You’re excited about this opportunity because you will…

• Design and implement creative strategies to recover Customers after bad experience and negative feedback
• Manage incoming reports from consumers to ensure a high quality and empathetic response
• Investigate and evaluate complex cases to understand areas where DoorDash can improve
• Develop a deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes
• Create, dig into and use data and insights to identify opportunities to improve speed, quality, efficiency, effectiveness and customer experience
• Demonstrate strong communication skills and relationship-building with peers and company leaders
• Work with the Strategy & Operations and Product teams to problem solve and build solutions that address quality issues upstream
• Improve our operational processes so we can deliver high quality support to all portions of our business

We’re excited about you because… 

• You are customer centric and you love helping people
• At your core, you’re a data-driven, analytical problem solver, able to come up with new creative solutions
• You’re action-oriented and stay oriented to the goal you’re trying to achieve and act with urgency to achieve it
• You want to do right by our customers to provide a scalable, world-class customer experience
• You don’t mind digging into details and getting your hands dirty
• You have high emotional intelligence--you can communicate with customers and cross-functional partners efficiently 
• You are curious -- you love investigating and are able to get to the lowest level of detail when solving a problem
• 1+ years of work experience 
• Bachelor’s degree or equivalent amount of work experience

Why You’ll Love Working at DoorDash...

• We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day.
• We are learning - We’re not afraid to dig in and uncover the truth, even if it’s scary or inconvenient. Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute.
• We are customer obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation packages and comprehensive health benefits.

About DoorDash

DoorDash is a technology company that connects customers with their favorite local and national businesses in over 4,000 cities and all 50 states across the United States and Canada. Founded in 2013, DoorDash empowers merchants to grow their businesses by offering on-demand delivery, data-driven insights, and better in-store efficiency, providing delightful experiences from door to door. By building the last-mile delivery infrastructure for local cities, DoorDash is bringing communities closer, one doorstep at a time. Read more on the DoorDash blog or at www.doordash.com.

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 the best and brightest 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.