Team Lead, Community Response

DoorDash USA•Tempe, AZ

11h•Onsite

About The Position

DoorDash’s Community Response team is seeking an experienced people leader to oversee Community Response agents who respond to platform safety incidents. The team handles concerns including personal safety, threats, property damage, food safety, discrimination, and personality disputes. Its aim is to identify harmful situations, communicate empathetically with survivors, make timely decisions to mitigate future risks, and provide support that helps restore the status quo for people affected by incidents on the platform. As a Team Lead, you will directly manage Representatives who support consumers, merchants, and Dashers. You will lead daily operations, maintain and improve quality and speed metrics, foster team collaboration and employee development, and help protect DoorDash’s community while building its Trust and Safety brand. You will report to a Community Response Supervisor. This position is an overnight shift, Tuesday through Saturday, from 8 p.m. to 4 a.m. Physical presence in DoorDash’s corporate Tempe office is considered essential for in-person one-on-ones, cross-functional collaboration, immediate problem-solving, and team building. You must live within a commutable 50 miles of the office. In-office days are determined by business needs and may change; candidates are encouraged to ask the recruiter about the requirement.

Requirements

At least 2 years of people management or team lead experience.
Ability and desire to motivate a team and set and achieve targets.
Ability to evaluate whether team activities are producing measurable impact and to improve results.
Ability to translate analysis into action, test hypotheses, and address challenging business problems at their root.
Ownership mindset and commitment to improving work product.
Comfort making difficult decisions that balance quality and quantity.
Process-improvement mindset.
Experience pulling data and using it to inform decisions.
Must live within a commutable 50 miles of the Tempe office.
Flexibility to occasionally work shifts, holidays, and outside the standard schedule.

Nice To Haves

Knowledge of Salesforce, Chartio, and Excel, including maintaining complex spreadsheets, or Google Sheets.
Experience in Trust & Safety, technology, or logistics.
Familiarity with large, diverse customer support operations and sales organizations.

Responsibilities

Lead a team focused on customer success and delivery of operational KPIs.
Support team members by being present, answering questions, holding weekly one-on-one and team meetings, and providing real-time feedback.
Manage individual and team goals and communicate performance to management and other partners.
Coordinate daily team workflow and adjust resources to meet service-level agreements.
Serve as a subject matter expert by creating, distributing, and presenting performance reports to identify trends and opportunities for improvement.
Foster team collaboration, employee development, and problem-solving.
Manage daily operations while maintaining and improving quality and speed metrics.