Support Escalation Specialist

Come help support the future of on-demand logistics! DoorDash is currently looking for Escalation Specialists to join our elite Operations Support team.

Did something go wrong with an order? You’re on the scene to figure out what happened. Does an issue need a second pair of eyes to come to a sound solution? You’re there to make that judgement call. Through a mix of real-time problem solving, process enactment, and cross-functional communication, Escalation Specialists hold the key to the success of every DoorDash delivery.

What you'll do

• Quickly resolving problems for our Customers, Merchants, and Dashers by e-mail and phone.
• Acting as the primary resource for escalations stemming from your front-line team members
• Following up on pending issues, both preemptively and ad-hoc
• Working closely with the Team Manager to ensure individual and team goals are met
• Analyzing the performance of the Operation Support team through metrics and behavioral trends
• Identifying trends and Issues to be addressed with internal Stakeholders
• Improving day-to-day processes and best-practices
• Being as delightful as humanly possible

About you

• A jack of all trades: every new task is an opportunity for you to learn and improve your skills
• A customer success strategist: you have previous experience working in customer service, preferably in the Consumer Services industry or with a startup
• Tech-savvy: your thrive using the latest web-based applications
• An empathetic powerhouse: you feel for your fellow Dasher and want to solve their problem
• A natural leader: you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment
• Highly communicative: you can get your point across both interpersonally and asynchronously 

Qualifications

• BA/BS degree preferred, but not required
• Proficient with Google Apps, MS Office, and CRM services (ZenDesk, SFDC, etc.)
• Excellent communication skills

Please note that this is a full time, hourly position. Weekend and evening availability is occasionally required. 

About us

Founded in 2013, DoorDash is a San Francisco-based technology company passionate about transforming local businesses and dedicated to enabling new ways of working, earning, and living. Today, DoorDash connects customers with their favorite local and national restaurants in more than 600 cities across the United States and Canada. By building intelligent, last-mile delivery technology for local cities, DoorDash aims to connect people with the things they care about — one dash at a time.