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.

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

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