As one of DoorDash's core operations teams, Customer Experience and Support Ops, we ensure that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and manages DoorDash's large and growing global network of support centers to create the best customer experiences, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

We are looking for a Disaster Prevention Specialist, who will work in partnership with the Advanced Customer Escalations (ACE) team, to intervene on our most challenging customer experiences whether Dasher, Merchant or Consumer.

As a Disaster Prevention Specialist, you will help us to retain and save our customers during an experience that could head towards disaster. Although we always try to ‘make it right’, we know there are still instances that a customers’ support experience could go off track and we want to prevent these Disasters. You’ll take ownership of these issues no matter the challenge to bring the customer’s issue to resolution and then help us become 1% better every day by understanding the cause.

You will have demonstrated experience delivering effective execution and communication. You’ll be excited to solve one of our most challenging problems within a newly scoped program within support.

Once our offices reopen, we expect this role to be hybrid with some time in-office and some time remote

You're excited about this opportunity because you will…

Collaborate and troubleshoot on important issues for Consumers, Merchants and Dashers
Partner with teams to understand root cause and recommendations on how to prevent in the future
Operate well with ambiguity when the ideal solution may not be outlined
Develop an expertise in how DoorDash's systems and resources work, and how to use them to promote positive outcomes for our Customers
Validate and track customer feedback to inform updates to our products and tools

We're excited about you because…

3 or more years of experience with account management, customer support, hospitality or in related field
High School Degree or GED required. Bachelor’s degree preferred.
Knowledge of Salesforce (or other CRM software), and the ability to view and interpret dashboards.
Basic proficiency with Microsoft Suite and Google Suite
Basic knowledge of Excel (can maintain complex spreadsheets) tools and formatting functionality.
Experience with SQL
Experience advocating for customer experience within a team or initiative
You excel at building relationships
You excel at determining prioritization
You're creative
You love thinking about new opportunities for process improvement

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

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

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