Live Operations Lead, DDfB

DoorDash•Los Angeles, CA

8h•Remote

About The Position

About the Team: 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 LiveOps team is specifically focused on proactively solving client blockers with as little disruption to our clients day to day as possible. About the Role: As a LOS (LiveOps) team member, you will execute on various standard operating procedures, utilizing internal tools to provide best in class support to our Customers, Merchants, and Dashers on high value Catering orders. Your work will keep a pulse on new and upcoming support operations as you work to improve and incubate new initiatives within DoorDash for Business. You're excited about this opportunity because you will… Anticipate customer needs and resolve issues before they arise, ensuring seamless experiences that build trust and loyalty. Collaborate with teams to identify opportunities for process optimization Leverage your skills to tackle new and diverse challenges. Work cross functionally with different departments within DoorDash for Business.

Requirements

2+ years experience working in customer support, operations, or account management.
Ability to prioritize varying tasks.
Previously demonstrated ability to adapt to changing priorities, environments, and challenges while maintaining focus and effectiveness.
Able to ‘think outside the box’ and utilize critical thinking to evaluate and resolve situations where established procedures are insufficient or unavailable.
Ensure accuracy and thoroughness in all tasks by paying attention to detail and maintaining high standards of quality.
Comfortable with varying levels of ambiguity.
Comfortable with Mac/G-Suite/Slack tooling.

Responsibilities

Triage customer support issues to assess urgency and assign prioritization.
Ability to utilize internal and external tools to complete SOP requirements.
Proactively contact Customers, Merchants, and Dashers via phone, text, or chat to resolve moderately complex issues.
Create documentation for processes to support specific experiments and initiatives that improve quality (fill out tracker for adherence, but flag gaps/create docs)
Support new operational processes and pilots.
Surface potential operational improvements and trends across the catering product.