Support Specialist

About the Role

You will support intraday and holiday quality management across Convenience, Grocery, and Alcohol verticals – a growing space within DoorDash. You will execute on standard operating procedures, use internal tools, and interact with our customers, merchants, and Dashers. Your work will keep a pulse on the heart of our New Vertical operations as you work to detect fulfillment challenges before they become widespread and persistent. You will be an active contributor to new pilot initiatives that we test and build out.

You’re excited about this opportunity because you will…

• Work directly with one of DoorDash’s newest and most exciting products
• Build and shape what success will look like for the New Verticals Specialist role
• Give input and improvement suggestions to multiple new and developing processes

Your responsibilities as part of your scope include but are not limited to:

• Monitor intraday metrics related to customer experience
• Use internal tools to reactively and proactively solve problems
• Reach out to customers, merchants, and Dashers through phone, text, or chat
• Create documentation for processes to support specific experiments and initiatives that improve quality
• Support new operational processes and pilots

We’re excited about you because…

• You have experience as a leader in one of these industries: field operations (including military experience), logistics, fulfillment, or administrative / facilities roles. You have a passion for customer service and are ready for a new challenge.
• You want to work cross-functionally with other employees and teams that you may not have worked with before
• You have a strong understanding of Google Sheets/Excel formulas and like finding ways to simplify working with large amounts of data
• You have a strong commitment to building and supporting a trusting team culture; relying on your teammates for help and guidance, and providing insight when they need it, is your strong suit
• You have a strong ability to visualize data and present it to others using dashboarding tools
• You may be required to work any day of the week and some holidays, across daily operating hours
• You are fluent in both English and Spanish for verbal and written communication

Applications for this position are accepted on an ongoing basis