Staff Product Designer, Support
About The Position
We’re looking for a Staff Product Designer to join our Support Design team and shape how we as a product and brand show up for our customers, dashers, and merchants when they are looking to us for help. We design the system and experiences across the full support journey, from proactively preventing issues from happening to delivering exceptional quality support that drives loyalty. Our scope spans immersive, multi-modal mobile experiences (order tracking, self-help, chatbot and voice ai) to operationally critical internal tooling and infrastructure (case management, agent training, performance, automation). You will report to the head design for Customer Experience and Integrity, working alongside designers focused on support experience, support tooling, fraud, trust, safety, and compliance. We operate in a hybrid model with 1-2 days per week in our New York City office.
Requirements
- You have a portfolio that shows projects that demonstrate craft excellence, systems thinking, and leadership through influence
- You reach for code editors and LLM-powered tools as naturally as design tools, prototyping in production and contributing meaningfully to the codebase
- You influence, design, and build solutions that work across teams and workflows
- You enjoy navigating unclear problems across multiple teams and create clarity through shipped artifacts, not slide decks
- You have a background in high-growth consumer tech or complex marketplace products
Responsibilities
- Define projects with a clear point of view on what to build, writing briefs that synthesize business and customer inputs into roadmap milestones; balance customer needs, business goals, and feasibility to shape what your team builds and why
- Bring clarity to ambiguous, cross-team problems and turn them into actionable work that ships; drive prioritization across your team and adjacent teams, making tradeoffs between design quality, speed, and impact so the highest-leverage work moves first
- Shape key projects from concept through execution — staying close enough to resolve issues during iteration, guiding design direction, and shipping work that drives measurable outcomes across multiple teams; produce high-fidelity designs and production-ready prototypes that set the craft standard for the team
- Design solutions spanning multiple workflows and contribute to shared tools — prompt libraries, component generators, workflow automations — that improve productivity across teams; mentor peers on responsible AI use and contribute reusable frameworks adopted beyond your own team
- Build trusted relationships across your team and adjacent product teams, influencing their roadmaps through evidence-based thinking and live prototypes that make your recommendations concrete; pursue consistent self-improvement and flex into raising team outcomes
- Multiply team capacity through mentorship, recruiting, and inclusive practices that raise the bar across your product group
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- wellness benefits
- commuter benefits match
- paid time off
- paid sick leave
- medical benefits
- dental benefits
- vision benefits
- 11 paid holidays
- disability and basic life insurance
- family-forming assistance
- mental health program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
