Advanced Specialist, Global Advocate

DoorDash USA•Tempe, AZ

About The Position

The Global Advocate is accomplished in supporting our Consumers, Dashers, and Merchants in cooperation with our BPO Partners. You will be responsible for quickly providing case knowledge and solutions for all three lines of business by partnering with our BPO’s to consult or taking action through an “assist” whenever quick resolution can be accomplished based on your permission levels. Global Advocates will also take over complex cases to see a resolution through. You will own the end-to-end support of our internal and external customers by answering teammate questions and providing feedback and solutions for roadblocks that teammates encounter daily. Keeping up with best practices and identifying gaps and failures within our current processes, knowledge, and behaviors will be vitally important. Global Advocates are trained on all front-line LOBs related to Customers (Cx), Merchants (Mx), and Dashers (Dx). Global Advocates are excellent communicators who know the needs of our customers and are passionate about removing barriers, adapting quickly, getting the details right, and having the appropriate level of follow-through that our customers expect. You will leverage appropriate tools and escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash.

Requirements

You have 6 months to 1 year of experience at DoorDash or 2 years relevant experience
Experience handling escalated and complex customer issues using email, phone, or chat
Acts as a mentor to others by helping to answer questions and share knowledge
You are a problem solver who sees gaps in workflows and knows the resources that can be leveraged to find the answer
You are a team player who escalates to the appropriate teams to ensure others have access to the knowledge base and workflows.
You’re enthusiastic about our customers 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 de-escalating customers and turning detractors into lifelong promoters of DoorDash
Your teammates appreciate your support and always have great things to say about you
You 50 Miles from Tempe, AZ

Responsibilities

Have open availability and are comfortable working evenings, weekends, and holidays in a rotating schedule to support our global customers
Have a passion for assisting and guiding others to find solutions.
Want to be trained on all LOBs related to Cx, Dx, and Mx frontline support
Take ownership of complex cases and are empowered to find a resolution
Learn and stay updated with correct processes, policies, and changes impacting teammates and customers
Develop deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes for our customers and agents
Enjoy working cross-functionally across different departments to get issues resolved
Partner with stakeholders to improve our products, services, processes, and policies