Specialist, Proactive Outreach

DoorDash USA•Tempe, AZ

About The Position

The Elite Proactive Live Order Monitoring team supports our Dashpass customers, Doordash’s most valuable customers, by preventing delivery issues before they occur. Retaining these customers is essential for the business, and your interactions will have a direct impact on Customer sentiment and retention at Doordash by reducing the number of deliveries that end up late or canceled. The Live Order Monitoring team is responsible for root-causing delivery issues to determine if they are merchant, dasher, or consumer-driven and proactively addressing the problem. While there are standard processes for how to resolve, the team is empowered to do what they think is right in the given situation and provide feedback to shape our ideal playbook and process. The team is responsible for providing a timely resolution to delight the customer, leveraging internal tools, and highlighting common themes that impact the customer’s success. About the Role The Proactive Elite Specialist is: A customer champion, problem-solver, and excellent DoorDash advocate, who is passionate about helping our customers. Able to adapt to their customer, provide appropriate empathy, and quickly resolve any issue presented to them. An excellent communicators who know the needs of our customers Passionate about removing barriers, adapting quickly, getting the details right, and having the appropriate level of follow-through that our customers expect. This role will primarily be responsible for engaging in proactive outreach to support our VIP customers. Proactive outreach involves: Root causing what went wrong on an auto-generated at-risk case based on delivery times to determine the appropriate mediation steps Placing outbound calls to the Consumer, Merchant, or Dasher to prevent the cancellation or late order from occurring Leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash Closing the loop with the Consumer to reassure them their order is now in good hands! Providing continuous feedback on common themes to help improve our product Given the value of these customers, your number one priority will be to go above and beyond to resolve the consumer's pain point and leave the customer satisfied with their support experience. Using your strong customer service, de-escalation, and problem-solving skills, you will help innovate the future of the Support Operations Customer Service Model. You’re excited about this opportunity because you will… Play an integral part of our Elite Customer Support team, your primary responsibilities will be to proactively prevent defects, with a specialized focus on our most valued customers. Elevate customer interactions by creating a delightful, consultative experience that not only addresses concerns but consistently exceeds customer expectations. Tailor your approach to understand each customer's unique needs, providing them with bespoke DoorDash solutions. Navigate through uncertainty by spearheading pilot programs specifically designed to enhance the overall customer experience. Collaborate cross-functionally with partners, acting as the authoritative voice of the customer for DoorDash's products, services, processes, and policies. Satisfying your passion for problem-solving and innovative thinking will shine as you actively engage in developing creative solutions. Play a pivotal role in implementing new strategies, processes, and programs, contributing directly to our efforts to increase customer retention. Empower yourself to make impactful decisions that directly enhance the customer's situation, solidifying our commitment to delivering unparalleled service. This role isn't just about support; it's about curating an exceptional experience for our most valued customers, setting the standard for excellence in customer engagement at DoorDash.

Requirements

You have at least 1 year of customer service experience and are passionate about customer success
You are a problem solver, and are able to identify the steps needed to resolve an issue, even in instances where there isn’t a specifically documented solution for the issue
You display strong customer service skills
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 with de-escalating customers and turning poor experiences into customer retention opportunities
You have attention to detail and critical thinking skills
Your customers love you and always have great things to say about you

Nice To Haves

Experience in supporting Consumers, Dashers, and Merchants
You have a previous customer experience background at DoorDash

Responsibilities

Play an integral part of our Elite Customer Support team, your primary responsibilities will be to proactively prevent defects, with a specialized focus on our most valued customers.
Elevate customer interactions by creating a delightful, consultative experience that not only addresses concerns but consistently exceeds customer expectations.
Tailor your approach to understand each customer's unique needs, providing them with bespoke DoorDash solutions.
Navigate through uncertainty by spearheading pilot programs specifically designed to enhance the overall customer experience.
Collaborate cross-functionally with partners, acting as the authoritative voice of the customer for DoorDash's products, services, processes, and policies.
Satisfying your passion for problem-solving and innovative thinking will shine as you actively engage in developing creative solutions.
Play a pivotal role in implementing new strategies, processes, and programs, contributing directly to our efforts to increase customer retention.
Empower yourself to make impactful decisions that directly enhance the customer's situation, solidifying our commitment to delivering unparalleled service.