LOPOP Support Representative
DoorDash
About the Team
The Large Order Protection Outreach Pod (LOPOP) is an elite, proactive task force dedicated to safeguarding DoorDash’s most valuable transactions. Unlike traditional support teams, we operate exclusively in the outbound space, monitoring orders of $200 and above. Our team bridges the gap between our three primary stakeholders Merchants, Dashers, and Customers ensuring that high value logistics move seamlessly from kitchen to doorstep. We are the "white-glove" guardians of the platform's reputation.
About the Role
As a LOPOP Support Representative, you will move away from the inbound queue and into a role defined by initiative. You will be responsible for identifying potential friction points in real-time across three key pillars: Merchant Confirmation, Dasher Unassignment, and Cancellation Prevention. You will use a suite of advanced tools and AI to provide a premium experience, ensuring our highest-spending customers and top-tier merchants receive flawless service.
You’re excited about this opportunity because you will…
- Own the Outcome: Take full accountability for high-value orders ($200+), intervening proactively to ensure successful delivery.
- Master Cutting-Edge Tech: Use Gemini and AI to craft sophisticated outreach and streamline your daily workflow.
- Provide White-Glove Service: Execute high-level outbound calls and chats that prioritize professionalism and brand loyalty.
- Solve Complex Puzzles: Navigate a multi-platform ecosystem (THQ, Slack, Google Suite) to resolve logistics issues on the fly.
- Impact the Bottom Line: Directly prevent high-cost cancellations and build trust with our most important users.
We’re excited about you because…
- You are a Multi-Tasking Pro: You can handle high-speed navigation across multiple tools without losing your focus.
- You are an Expert Communicator: You possess exceptional verbal fluency and a mastery of grammar and spelling for professional interactions.
- You are Detail-Oriented: You have a "hawk-eye" for policy compliance and quality standards.
- You are Tech-Savvy: You have a strong foundation in Google Suite and are comfortable using AI (like Gemini) to enhance your performance.
- You are Adaptable: You thrive in an environment where procedures evolve quickly and you can pivot your strategy in real-time.
Nice to Haves
- Experience in proactive outreach, sales, or premium account management.
- Advanced experience with AI prompting to optimize case documentation.
- Previous experience in logistics or high-volume marketplace operations.
- A background in "white-glove" customer service or executive-level support.
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.
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.
If you need any accommodations, please inform your recruiting contact upon initial connection.
We use Covey as part of our hiring and/or promotional process for jobs in certain locations.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144
To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.