Customer Experience Agent (Elite)
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AI Summary
About the Team
As one of DoorDash’s core teams, the Customer Experience Team ensures that when there are bumps in the last mile, there’s always someone there to help make things right. Our team manages DoorDash’s day-to-day customer operations, with the ultimate goal of growing the business by delivering on our promise of excellence and value. The team is responsible for supporting teammates with questions for phone calls and casework on a day-to-day basis to ensure appropriate workflows are used and finding solutions to ensure a stellar customer experience. Teammates can expect to use multiple means of communication to help educate our teammates which include but are not limited to Slack, Zoom and SME phone lines. The team is supporting all content and occupancy-related concerns a teammate has by following standard processes plus, escalating issues in which workflows do not exist.
About the Role
As an Elite 0.5% Customer Support Agent, you will be part of a team that consistently delivers a superior customer experience to our most discerning customers—VIP and Elite CX. This role requires a unique combination of empathy, adaptability, and strong problem-solving skills. You will interact with customers in real time, ensuring efficient, friction-free resolutions while maintaining a warm, personable tone that reflects our brand's values.
You will receive specialized training to support your development into an Elite agent, where you’ll learn best-in-class techniques for handling complex issues, improving customer satisfaction, and driving business results.
You’re excited about this opportunity because you will…
- Enjoy working cross-functionally across different departments to get issues resolved.
- Have a passion for guiding others to find solutions versus telling them the answer.
- Track and trend data that can be leveraged to improve the department’s performance by providing knowledge-based training
- Take ownership of complex cases and are empowered to find a resolution
- Help with occupancy by reviewing AUX codes to ensure efficient staffing throughout the day.
- Review teammate cases to identify opportunities for improvement
- Setting your peers up for success by sharing the end of shift reporting to arm them with trends for call drivers, known issues, or bugs plus any other necessary information.
- Untap your leadership potential by helping to guide and support others and build the skills for your own future development.
- Learn and stay up to date with correct processes, policies, and changes that will impact teammates and customers.
- Partner with stakeholders to improve our products, services, processes, and policies
- 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
We’re excited about you because…
- Deliver Exceptional Experiences: You’ll be part of an exclusive Elite 0.5% Team dedicated to providing the highest level of service to our most valued customers—ensuring each interaction is empathetic, efficient, and exceeds expectations. Your work will directly impact customer satisfaction, fostering long-term loyalty and turning Elite CX into advocates for DoorDash.
- Grow Through Continuous Learning: You will receive specialized training, including our Elite Refresher Course, which equips you with proven techniques from top agents to refine your communication skills, problem-solving, and empathy. As you progress, you’ll engage in shadowing and coaching sessions, learning from the best in the business and applying those insights to make every customer feel heard and valued.
- Be Part of a High-Performance Team: The Elite 0.5% Team sets the gold standard for customer support, and you’ll collaborate with top agents to refine your skills and stay on the cutting edge of service excellence. By participating in roundtables and peer learning, you’ll continuously evolve as you share best practices and improve together.
- Make a Real Impact on KPIs: Your success in this role will directly contribute to DoorDash’s growth. By providing friction-free resolutions to Elite CX, you'll help boost DWR, reduce response times, and improve FCR, all of which directly impact revenue and customer retention.
- Shape the Elite CX Experience: This is not just about answering questions—it’s about making a lasting impression. You'll be empowered to create "Golden Chats" that showcase your ability to adapt to the unique needs of Elite CX, blending your skills and knowledge with a natural, authentic communication style.
- Elevate Your Career: As you consistently meet and exceed performance expectations, you’ll have the chance to grow in your role, whether that means taking on more complex cases or moving into leadership opportunities. This is a place where your willingness to learn and drive for excellence will be recognized and rewarded
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 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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