Disaster Prevention Specialist
DoorDashAbout the role
About the Team
As one of DoorDash's core operations teams, Customer Experience and Support Ops, we ensure that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and manages DoorDash's large and growing global network of support centers to create the best customer experiences, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.
About the Role
We are seeking a Disaster Prevention Specialist to work alongside the Advanced Customer Escalations (ACE) team, stepping in on our most complex and high stakes customer experiences for Dashers and Consumers.
As a Disaster Prevention Specialist, you're our frontline defense for customers on the verge of a broken experience. We hold ourselves to a high standard when things go wrong, but we know that some support journeys hit unexpected roadblocks and your job is to get them back on track. You'll own every challenge that lands in front of you, see it through to a successful resolution, and fuel our commitment to getting 1% better each day by identifying what went wrong and why. You bring a proven track record of strong execution and clear communication, and you're energized by the opportunity to tackle some of our most complex problems as part of a newly built program within our support organization.
Once our offices reopen, this role will follow a hybrid structure, balancing time between working onsite and working from home.
You're excited about this opportunity because you will…
- Collaborate cross functionally to troubleshoot and resolve high impact issues for Consumers and Dashers
- Partner with teams to uncover root causes and develop recommendations that prevent problems from recurring
- Bring structure and solutions to ambiguous situations where the path forward isn't always defined
- Build deep expertise in DoorDash's systems and tools to drive positive outcomes for our customers
- Track and validate customer feedback to influence meaningful updates to our products and tools
We're excited about you because…
- 3 or more years of experience in account management, customer support, hospitality, or a related field
- High School Degree or GED required, Bachelor's degree preferred
- Hands on experience with Salesforce or similar CRM platforms and ability to interpret dashboards
- Proficiency in Microsoft Suite and Google Suite
- Solid command of Excel including building and maintaining complex spreadsheets
- Experience working with SQL
- Track record of advocating for customer experience within a team or initiative
- You build relationships easily and earn trust quickly
- You prioritize well and keep the most important things moving
- You're creative and bring a fresh perspective to every challenge
- You're energized by finding smarter ways to get things done
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
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