DoorDash for Business Support Representative

DoorDash USA•Tempe, AZ

7d•Onsite

About The Position

The DoorDash for Business Support Representative supports high-value Corporate DoorDash Customers within the Support Operations portfolio. The team is responsible for handling phone calls, chats and web casework on a day to day basis for DoorDash for Business Customers and our products. The role of the team is to prevent churn, grow the business, and provide appropriate tailored solutions for our corporate customers. The team follows processes to resolve all customer issues while also being empowered to resolve issues in which workflows do not yet exist. The DDfB Support Representative is accomplished in supporting our Consumers. You will be responsible for end to end support of our customers by owning the concerns, handling their escalated needs and providing feedback and solutions to partners about issues that negatively impact our customers in an effort to remove the friction that exists. You will be able to leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash. You will own any and all issues, make proactive calls based on escalations, and follow through on every issue. Using your strong customer service, de-escalation and problem-solving skills, you will help innovate the future of the Support Operations Customer Service Model. The DDfB Support Representative is a customer champion, problem-solver, and excellent DoorDash advocate, who is passionate about helping our customers. They always know how to adapt to their customer, provide appropriate empathy, and quickly resolve any issue presented to them. They are excellent communicators who know the needs of our customers and are passionate about removing barriers, adapting quickly, getting the details right, and having the appropriate level of follow-through that our customers expect. At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business.

Requirements

At least 6+ months of customer-facing experience in a support or account management capacity, preferably in a technology-enabled industry.
Empathetic and customer-oriented approach with the ability to understand and creatively address restaurant questions and potentially ambiguous situations.
Excellent communication skills to convey the DoorDash vision and operational processes clearly and enthusiastically to customers.
Experience in training non-technical customers on technical software and tools.
A highly organized, detail-oriented, and process-driven approach to work.
Demonstrated problem-solving skills.
Must live within a commutable 50 miles from the DoorDash corporate office in Tempe.

Nice To Haves

College Degree or equivalent experience
Previous support or entry-level account management background

Responsibilities

Handle phone calls, chats, and web casework for DoorDash for Business Customers.
Prevent churn and grow the business by providing tailored solutions for corporate customers.
Resolve customer issues using established processes and empowered decision-making.
Own customer concerns from end to end, including escalated needs.
Provide feedback and solutions to partners regarding issues impacting customers.
Leverage appropriate tools and escalation channels.
Make proactive calls based on escalations and follow through on all issues.
Innovate the future of the Support Operations Customer Service Model using customer service, de-escalation, and problem-solving skills.
Act as a customer champion, problem-solver, and DoorDash advocate.
Adapt to customer needs, provide empathy, and quickly resolve issues.
Communicate effectively, understand customer needs, and remove barriers.
Participate in new strategies, processes, and programs to increase customer retention.
Be empowered to make decisions to improve the customer's situation.