Specialist, Proactive Outreach - Tempe, AZ

About The Team · The Elite Proactive Live Order Monitoring team supports our Dashpass customers, Doordash's most valuable customers, by preventing delivery issues · before they occur · . Retaining these customers is essential for the business, and your interactions will have a di ...

Job description

About The Team
The Elite Proactive Live Order Monitoring team supports our Dashpass customers, Doordash's most valuable customers, by preventing delivery issues
before they occur
. Retaining these customers is essential for the business, and your interactions will have a direct impact on Customer sentiment and retention at Doordash by reducing the number of deliveries that end up late or canceled.

The Live Order Monitoring team is responsible for root-causing delivery issues to determine if they are merchant, dasher, or consumer-driven and proactively addressing the problem. While there are standard processes for how to resolve, the team is empowered to do what they think is right in the given situation and provide feedback to shape our ideal playbook and process. The team is responsible for providing a timely resolution to delight the customer, leveraging internal tools, and highlighting common themes that impact the customer's success.

About The Role
The Proactive Elite Specialist is:

• A customer champion, problem-solver, and excellent DoorDash advocate, who is passionate about helping our customers.
• Able to adapt to their customer, provide appropriate empathy, and quickly resolve any issue presented to them.
• An excellent communicators who know the needs of our customers
• Passionate about removing barriers, adapting quickly, getting the details right, and having the appropriate level of follow-through that our customers expect.

This role will primarily be responsible for engaging in proactive outreach to support our VIP customers. Proactive outreach involves:

• Root causing what went wrong on an auto-generated at-risk case based on delivery times to determine the appropriate mediation steps
• Placing outbound calls to the Consumer, Merchant, or Dasher to prevent the cancellation or late order from occurring
• Leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash
• Closing the loop with the Consumer to reassure them their order is now in good hands
• Providing continuous feedback on common themes to help improve our product

Given the value of these customers, your number one priority will be to go above and beyond to resolve the consumer's pain point and leave the customer satisfied with their support experience. Using your strong customer service, de-escalation, and problem-solving skills, you will help innovate the future of the Support Operations Customer Service Model.

You're Excited About This Opportunity Because You Will…

• Play an integral part of our Elite Customer Support team, your primary responsibilities will be to proactively prevent defects, with a specialized focus on our most valued customers.
• Elevate customer interactions by creating a delightful, consultative experience that not only addresses concerns but consistently exceeds customer expectations.
• Tailor your approach to understand each customer's unique needs, providing them with bespoke DoorDash solutions.
• Navigate through uncertainty by spearheading pilot programs specifically designed to enhance the overall customer experience.
• Collaborate cross-functionally with partners, acting as the authoritative voice of the customer for DoorDash's products, services, processes, and policies.
• Satisfying your passion for problem-solving and innovative thinking will shine as you actively engage in developing creative solutions.
• Play a pivotal role in implementing new strategies, processes, and programs, contributing directly to our efforts to increase customer retention.
• Empower yourself to make impactful decisions that directly enhance the customer's situation, solidifying our commitment to delivering unparalleled service.

This role isn't just about support; it's about curating an exceptional experience for our most valued customers, setting the standard for excellence in customer engagement at DoorDash.

We're Excited About You Because…

• You have at least 1 year of customer service experience and are passionate about customer success
• You are a problem solver, and are able to identify the steps needed to resolve an issue, even in instances where there isn't a specifically documented solution for the issue
• You display strong customer service skills
• 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 with de-escalating customers and turning poor experiences into customer retention opportunities
• You have attention to detail and critical thinking skills
• Your customers love you and always have great things to say about you

Nice to Haves

• Experience in supporting Consumers, Dashers, and Merchants
• You have a previous customer experience background at DoorDash

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 here is continually learning 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

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 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.