Support Specialist, Labs

About the Team

DoorDash Labs is an independent team within DoorDash. We explore robotics and automation to transform last mile logistics in the long term. If you have a passion for applying robotics solutions in a service used by millions of people, then we want to talk to you!

About the Role

We’re hiring a Support Specialist in our Support Team to assist with experimental products within DoorDash Labs. In this role, you’ll work within our Support Operations to assist with the various tasks relative to handling incoming support calls and cases and making any relevant outbound calls for autonomous deliveries.

This role will be responsible for supporting our customers from all days 6AM-3AMPST.

You’re excited about this opportunity because you will…

• Help support projects primarily focused on enhancing the Customer, Dasher, and Merchant experience.
• Enjoy frequent upskill training to learn new pilot workflows and expand your business acumen.
• Deal with ambiguity by leveraging all resources and cross-functional partners to improve the overall customer experience.
• Work cross-functionally with the S&O team partners to be the voice of the customer for our products, services, processes, and policies that DoorDash provides.
• Enjoy participating in testing new processes and programs to help increase customer retention.
• Be empowered to make decisions using the training and provided workflows, resolve problems, help make new processes durable, and escalate edge cases to leadership.
• Enjoy problem-solving, are incredibly resourceful, and are able to see around corners to help us learn and make informed decisions on business changes.

We’re excited about you because…

• Approach your work enthusiastically with a customer-centric mindset and have a passion for resolving issues.
• You're self-motivated and have a bias for action.
• Strong and clear written and verbal communication.
• You have experience with de-escalating customers and turning detractors into lifelong promoters of DoorDash.
• You can operate at the lowest level of detail and demonstrate proactive critical thinking / problem-solving skills.
• You thrive in a fast-paced, constantly changing work environment (including hours and days of operation.)

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.

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