Customer Advocate (Final Dashination)

About the Team

The Final Dashination Customer Advocate supports Dashers who are dealing with bugs or errors that we have never seen before on our app. The team is supporting all concerns a Dasher has by following standard processes plus, being empowered to resolve issues in which workflows do not exist.  The objective is to provide an individualized experience that will resolve the Dasher’s issue in a highly satisfactory manner and avoid having to create a negative impact on other support teams. The team is responsible for providing a timely resolution to delight the Dasher, learning additional tools, and sending suggestions to Business Process owners for the creation of KB’s that do not exist.  The success or failure of this team has an impact directly on the Dasher they are supporting.

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business.

About the Role

The Final Dashination Customer Advocate is accomplished in supporting our Dashers. You will be responsible for end-to-end support of our Dashers by owning the concerns, escalating as needed and providing feedback and solutions to partners about issues that negatively impact our Dashers in an effort to remove the friction that exists.  You will be able to leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for Dashers and DoorDash.  You will own any and all issues, make proactive calls based on campaigns, and follow through on every issue.  Using your de-escalation and problem-solving skills, you will help innovate the future of the Support Operations Dasher Service Model.  You will partner with the Dasher Experience and Support Operations Teams in an involve, inform and consult approach that provides consistent updates as to Dasher concerns, feedback, and ideas as to current and potential product opportunities.

The Customer Advocate is a Dasher expert, problem-solver, and excellent DoorDash advocate, who is passionate about helping our Dashers.  They always know how to adapt to their Dasher, provide appropriate empathy, and quickly resolve any issue presented to them. They are excellent communicators who know the needs of our Dashers and are passionate about removing barriers, adapting quickly, getting the details right, and having the appropriate level of follow-through that our Dashers expect.

You’re excited about this opportunity because you will…

• Create a delightful, consultative, Dasher experience that exceeds the Dasher’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 Dasher experience 
• Work cross-functionally with partners to be the voice of the Dasher for our products, services, processes, and policies that DoorDash provides
• Participate in new strategies, processes, and programs to help increase Dasher retention
• Be empowered to make decisions that will make the Dasher’s situation better
• You enjoy problem-solving, and the opportunity to think outside of the box 

We’re excited about you because…

• You have at least 6+ months of agent experience in 2 lines of business supporting our Dashers
• You are ranked in the top 10% of your current Line of Business
• You consistently achieve a QA score of 90% or better
• You’re enthusiastic about our Dashers and always want to help them succeed
• You’re self-motivated and have a bias towards action. You’re able to thrive in a fast-paced, constantly changing work environment 
• You have experience with de-escalating Dashers and turning detractors into life long promoters of DoorDash
• Your Dashers love you and always have great things to say about you

Nice to Haves

• Experienced in the Dasher LOB

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 learners - 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 Dashers, 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.

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