Support Specialist, Live Operations, DoorDash for Business

DoorDash USA

3d • $21 - $31

About The Position

DoorDash is looking for a Live Ops Specialist to help manage day to day orders for our Group Solutions as part of DoorDash for Business. We are seeing someone who has attention to detail, can act fast, and can make decisions quickly - with minimal supervision to make the customer experience delightful. This role is perfect for someone who thrives in a fast-paced environment, excels at navigating ambiguity, and a strong sense of ownership.
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. 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.

Requirements

• You have 2+ years experience working in customer support, operations, or account management.
• You have the ability to prioritize varying tasks.
• You have previously demonstrated the ability to adapt to changing priorities, environments, and challenges while maintaining focus and effectiveness.
• You are able to ‘think outside the box’ and utilize critical thinking to evaluate and resolve situations where established procedures are insufficient or unavailable.
• You ensure accuracy and thoroughness in all tasks by paying attention to detail and maintaining high standards of quality.
• You are comfortable with varying levels of ambiguity.

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.

Benefits

• comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act).
• DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed