Team Lead, Community Response

DoorDash•Tempe, AZ

15h•Onsite

About The Position

DoorDash’s Community Response team is seeking an experienced people leader to oversee a team of Community Response agents. The Community Response team responds to safety incidents on the platform quickly and empathetically to ensure our consumers, dashers, and merchants have a high-quality and safe experience. The team is responsible for a variety of safety concerns for our community, including personal safety, threats, property damage, food safety, discrimination, and personality disputes. Trust and Safety success relies on our team being able to identify harmful situations, communicate empathetically with survivors, and make quick decisions to mitigate future risks. The goal is to provide the best support possible for those who have experienced an incident on the DoorDash platform and restore their status quo. As a Team Lead on our Community Response Team, you will directly manage Representatives responsible for providing the highest quality care to our Consumers, Merchants, and Dashers at the forefront of our business. This role appeals to you because you're a leader, operator, and owner. You’ll manage the daily operations with an expanding company while maintaining and improving on bold quality and speed metrics for your team. This is a tremendous opportunity to join a fast-growing team with an extreme focus on building DoorDash’s Trust and Safety brand while protecting our community. You will report to a Community Response Supervisor on our Community Response team in our Trust & Safety organization. This role is for an overnight shift Tues-Sat 8pm - 4am. As a people leader, you will be responsible for fostering team collaboration, employee development, and problem-solving. The ability to be physically present in our corporate Tempe office is deemed essential as you will be responsible for facilitating in-person 1:1 meetings with your direct reports, connecting with cross-functional partners, immediate problem-solving, and nurturing a collaborative team environment. Due to the in-office presence, you must live within a commutable 50 miles of 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.

Requirements

2+ years or more of people management or team lead experience
You are a leader with a desire to motivate a team and set and achieve targets
You increase results and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
You are an operator, you translate analysis to actions quickly, and test your hypotheses to solve challenging business problems at their root level
You are an owner, always looking for opportunities to better your work product
You are comfortable making tough decisions that balance the trade-off between quality and quantity
You have an eye for process improvement
You have experience pulling data and using data to influence your decisions
You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets (preferred)
You have experience in the Trust & Safety, tech, or logistics industries (preferred)
You have familiarity with working with large, diverse customer support operations, and sales organizations (preferred)
You have the flexibility to occasionally work shifts, holidays, and outside of the standard schedule

Responsibilities

Lead a team of motivated individuals who are focused on customer success to deliver on operational KPIs
Support your team by being present, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback
Manage your team to individual and team goals and communicate performance to management and other partners
Coordinate daily workflow within the team and adjust resources to meet service-level agreements with the business
Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports to identify trends and highlight opportunities for improvement