Catering Concierge Specialist, DoorDash for Business

DoorDash•Chicago, IL

7d•Remote

About The Position

DoorDash for Business is an exciting new arm of the DoorDash platform, focusing on providing meals solutions to companies. We're building and scaling new ways to delight our corporate customers, by leveraging the DoorDash platform and focusing on the white-glove experience. The Catering Concierge team is specifically focused on working with our largest catering customers — helping them find the right restaurants, plan menus, and manage their orders end to end, free of charge. As a Catering Concierge Specialist, you'll be the dedicated point of contact for our highest-touch catering customers. You'll take a customer's event details — headcount, budget, dietary needs, occasion — and turn them into a curated menu and a fully coordinated order, working directly with restaurants and support specialists to make sure everything lands exactly as requested. You'll also help shape and improve the Concierge experience itself as we scale this service across new markets and customer segments.

Requirements

2+ years of experience in customer support, hospitality, account management, program management, or a related client-facing role.
Comfortable with — and excited to use — AI tools in your day-to-day work.
Ability to multi-task and prioritize across multiple customers and orders at once, responding in a timely manner even when things get busy.
Strong service mindset — you put yourself in the customer's shoes (is there enough food? does this fit the occasion?) and anticipate what they need before they ask.
Creative thinking and ability to adjust quickly when an order or restaurant situation doesn't go as planned.
Close attention to detail — menu accuracy, dietary restrictions, and order timing all matter.
Comfortable with ambiguity and enjoy helping build a new service from the ground up.

Responsibilities

Own the customer relationship from intake through delivery, anticipating needs and catching issues before they become problems.
Recommend restaurants and build custom menus tailored to each customer's use case, headcount, and dietary requirements.
Collaborate with restaurants and Dashers to ensure large, complex orders are prepared and delivered correctly and on time — including going onsite when needed.
Work cross-functionally with Sales, Post-Sales/CSM, and Support teams to route customers to the right experience and flag expansion opportunities.
Help build and refine the operating processes behind Concierge as the program grows, with the opportunity to take on more strategic work as the program matures.
Respond to Concierge intake requests (via form, email, or Slack) within 24 business hours with curated restaurant and menu recommendations.
Manage the full order lifecycle for assigned customers — from menu confirmation through order placement, coordination, and post-delivery follow-up.
Proactively communicate with customers, merchants, and Dashers via phone, email, or chat to resolve issues on complex or large-format orders.
Be available to go onsite to restaurants or customer locations when needed to ensure an order goes smoothly.
Log customer details, order cadence, and account context accurately in internal systems (e.g., Salesforce) to support account continuity and expansion tracking.
Create and maintain documentation for Concierge SOPs, flagging gaps and building new process docs as the service scales.
Support new operational pilots and process improvements for the Concierge program.
Use AI tools to work more efficiently — whether for research, drafting, or streamlining repetitive parts of the job.