Representative, Community Response

DoorDash USA•Tempe, AZ

About The Position

The Trust and Safety team improves the quality of DoorDash operations through adjudication of background checks and insurance claims, investigation of safety incidents, and implementation of quality measures for users. On-demand food delivery has many advantages; however, there are extremely challenging logistics to ensure DoorDash is delivering the best service to the Customers, Dashers, and Merchants. Trust and Safety presents a united front to protect the experience of Merchants, Customers and Dashers while solving these logistics challenges. This team's work helps in building internal and external relationships while protecting DoorDash's brand. We work with our internal partners to solve and reduce escalations, monitor daily quality, improve response times, and drive tool usage and efficiencies. At DoorDash we empower our teams to focus on creating an amazing experience for our Merchants, Customers, and Dashers. This is a tremendous opportunity to join a fast-growing team that is hyper-focused on improving the quality of DoorDash's operations. The Trust and Safety Representative is always looking for ways to help the team become more efficient by streamlining processes and identifying issues and resolutions. You can use logic to make informed decisions that help ensure that our Customers, Dashers, and Merchants have the best experience possible on the DoorDash platform. Reporting into the Trust and Safety Supervisor, the Trust and Safety Representative is someone that has high-bandwidth and is proficient in the following areas: Investigations, scheduling calls, conducting follow ups, and summarizing findings Supporting customers over phone and email, while referencing internal policies to reach desired outcomes Navigating the different channels of an investigation while keeping partners updated Identifying trends and root-causes Performing analysis to make informed decisions Handling information and investigations of sensitive nature with an empathetic approach Project management

Requirements

3+ years of work experience in high demand environment
Data competency, including the ability to answer inquiries from internal partners
Proficiency in identifying trends and product/operational countermeasures
Proficiency in operating autonomously while working with internal partners
An eye for product improvements, and the ability to partner with product and engineering to get them into the roadmap, and analyze their impact
Top-notch grammar, spelling, and the ability to compose communications both formally and casually using DoorDash's brand voice and tone
Experience with adjudications, case work and government documents
Optimism in the face of challenges and negative situations
Bachelor's degree or equivalent amount of work experience

Nice To Haves

Chartio and SQL experience is beneficial

Responsibilities

Manage incoming reports from customers and dashers to provide a high-quality and empathetic response
Investigate and evaluate complex cases to understand areas where DoorDash can improve
Develop expertise in how DoorDash's processes and resources work, and how to use them to promote positive outcomes
Demonstrate relationship-building with peers and company leaders
Work with the Strategy & Operations and Product teams to problem solve and build solutions that address quality issues upstream
Improve our operational processes so we can support all portions of our business