About the Team

DoorDash is looking to change how we support frontline and external customers alike. You'll be part of an exciting team designed to take our support to the next level. As a Global Advocate, you will provide top-tier support in addressing the most pressing needs & concerns of DoorDash's thousands of partner Consumers, Dashers, Merchants, and frontline teammates worldwide. 

Note: We are a 24-hour/365-day operation. A Global Advocate 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. 

About the Role

The Global Advocate is accomplished in supporting our Consumers, Dashers, and Merchants in cooperation with our BPO Partners. You will be responsible for quickly providing case knowledge and solutions for all three lines of business by partnering with our BPO’s to consult or taking action through an “assist” whenever quick resolution can be accomplished based on your permission levels. Global Advocates will also take over complex cases to see a resolution through. You will own the end-to-end support of our internal and external customers by answering teammate questions and providing feedback and solutions for roadblocks that teammates encounter daily. Keeping up with best practices and identifying gaps and failures within our current processes, knowledge, and behaviors will be vitally important. Global Advocates are trained on all front-line LOBs related to Customers (Cx), Merchants (Mx), and Dashers (Dx).

Global Advocates 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. You will leverage appropriate tools and escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash. 

You’re excited about this opportunity because you will… You have open availability and are comfortable working evenings, weekends, and holidays in a rotating schedule to support our global customers Have a passion for assisting and guiding others to find solutions. You want to be trained on all LOBs related to Cx, Dx, and Mx frontline support Take ownership of complex cases and are empowered to find a resolution Learn and stay updated with correct processes, policies, and changes impacting teammates and customers Develop deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes for our customers and agents Enjoy working cross-functionally across different departments to get issues resolved Partner with stakeholders to improve our products, services, processes, and policies We’re excited about you because… You have 6 months to 1 year of experience at DoorDash or 2 years relevant experience Experience handling escalated and complex customer issues using email, phone, or chat Acts as a mentor to others by helping to answer questions and share knowledge You are a problem solver who sees gaps in workflows and knows the resources that can be leveraged to find the answer You are a team player who escalates to the appropriate teams to ensure others have access to the knowledge base and workflows. You’re enthusiastic about our customers and always want to help them succeed You’re self-motivated and have a bias towards action. You’re able to thrive in a fast-paced, constantly changing work environment You have experience de-escalating customers and turning detractors into lifelong promoters of DoorDash Your teammates appreciate your support and always have great things to say about you Why You’ll Love Working at DoorDash We are leaders - Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead our company and our industry is what we do -- on every project, every day We are learners - Everyone at DoorDash continually learns on the job, no matter if we’ve been in a role for one year or one minute We are customer-obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights

We offer great compensation packages and comprehensive health benefits.

 

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey