Advanced Customer Escalations Specialist
About the Team
The Advanced Customer Escalations (ACE) Team supports DoorDash Customers within the Support Operations portfolio and reports to the Supervisor of Operations. The team solves complex problems for DoorDash Customers, and Dashers who have directly reached out to the M-Team and working to surprise and delight when we get things wrong. We partner cross-functionally to ensure that we are resolving the issue and providing guidance on how to prevent the issue from occurring in the future. The team supports all customer concerns by going beyond standard processes and being empowered to resolve issues when workflows do not exist. The team provides a resolution to delight the customer, learning additional tools, and partnering with various partners to suggest process improvements to minimize negative experiences for DoorDash's customer base. The success or failure of this team has an impact directly on the individual customers they are supporting.
About the Role
The ACE Team Specialist is accomplished in supporting our Consumer, Dasher, and Merchant customers. This role is great if you are looking to work independently while working cross-functionally with partners to be the voice of our customers for our products, services and processes that DoorDash provides. You will be responsible for end-to-end support of our customers by managing their concerns, handling their escalated needs, and providing feedback and solutions to partners about issues that negatively impact our customers to remove the friction that exists. You will leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash. You will own all issues, make proactive calls based on escalations, and follow up on every issue. Using your skills, you will help improve the future of the Support Operations Customer Service Model. You will partner with various teams in an involved, informed, and consultative approach that provides updates as to customer concerns, feedback, and ideas as to current and potential product opportunities.
You're excited about this opportunity because you will…
Create a delightful, consultative, high-touch, customer experience that handles the customer's concerns and exceeds the customer's expectations while understanding their needs and providing them with the appropriate DoorDash solution
Leverage all resources and cross-functional partners to improve the customer experience
Work cross-functionally with the S&O team partners to be the voice of the customer for our products, services and processes that DoorDash provides
Participate in programs to help increase customer retention
Be empowered to make decisions and escalate edge cases to BPAs and ACE Leadership to make the customer's situation better
We're excited about you because…
You have at least 6+ months of experience at DoorDash and a minimum of 1 year of teammate experience, mainly supporting our Consumers, and Dashers.
You are ranked in the top 10% of your current Line of Business.
You achieve a QA score of 90% or better and exceed your current team’s productivity goals.
You're enthusiastic about our customers and always want to help them succeed.
You have experience with de-escalating customers and turning detractors into lifelong promoters of DoorDash.
You have attention to detail and critical thinking skills.
Your customers love you and always have great things to say about you.
Applications for this position are accepted on an ongoing basis