Specialist, SPRINT

Specialist, SPRINT

The SPRINT Support Operations team provides quality, high-touch, and experimental support to Customers, Merchants, and Dashers on the DoorDash platform. The ongoing objective of this team is to elevate the Customer support experience through pilots, experiments, and enhancements to daily activities. The team will operationalize and execute support experience experiments to achieve this objective. Successful experiments may be scaled and transitioned to the broader Support Ops organization.

As a SPRINT Specialist, your role will be to leverage your Customer Support experience and flexibility to support our evolving business changes. Specialists will engage in new experiments and pilot initiatives for Customers, Merchants, and Dashers. Ongoing training along with project-specific content will be provided for each project to ensure success in light of the constantly changing nature of the experiments. The varying lengths of the experiments will determine training frequency; for example, training may occur monthly or even weekly. Additionally, the SPRINT team may assist with volume from other Support Operations lines of business depending on business needs (i.e. assisting temporarily with a T3 Cx backlog). Specialists will report to SPRINT Supervisors under the Global Support and Integrity Operations (GSIO) team. The SPRINT team will be subject to the CXI Hybrid Office Requirements for Support Operations (i.e. 4 days per month worked from the Tempe office).

You're excited about this opportunity because you will

• Help support different projects primarily focused on enhancing the Customer, Dasher, and Merchant experience.
• Enjoy frequent upskill training to learn new pilot workflows and expand your business acumen.
• Deal with ambiguity by leveraging all resources and cross-functional partners to improve the overall customer experience.
• Work cross-functionally with the S&O team partners to be the voice of the customer for our products, services, processes, and policies that DoorDash provides.
• Enjoy participating in testing new processes and programs to help increase customer retention.
• Be empowered to make decisions using the training and provided workflows, resolve problems, help make new processes durable, and escalate edge cases to leadership.
• Enjoy problem-solving, are incredibly resourceful, and are able to see around corners to help us learn and make informed decisions on business changes.

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 supporting our Consumer, Dasher, and/or Merchant customers.
• You consistently achieve a QA score of 90% or better and exceed your current team's metric goals.
• Approach your work enthusiastically with a customer-centric mindset and have a passion for resolving issues.
• You're self-motivated and have a bias for action.
• Strong and clear written and verbal communication.
• You have experience with de-escalating customers and turning detractors into lifelong promoters of DoorDash.
• You can operate at the lowest level of detail and demonstrate proactive critical thinking / problem-solving skills.
• You thrive in a fast-paced, constantly changing work environment (including hours and days of operation.)

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on June 20, 2024.

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 usersfrom 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.

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.

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.