DoorDash for Business Chat Support Representative

Acerca del equipo

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.  

Acerca del puesto

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

Le entusiasma esta oportunidad porque...

• 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

Estamos entusiasmados contigo porque...

• 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.

Lo que conviene tener

• College Degree or equivalent experience
• You have a previous support or entry level account management background

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