Global Advocate
About the Team DoorDash is looking to change how we provide support to frontline and external customers alike. You'll be part of an exciting team designed to take our support to the next level. As a Global Advocate, you will provide top-tier support in addressing the most pressing needs & concerns of DoorDash's thousands of partner Consumers, Dashers, Merchants, and frontline teammates worldwide. Note: We are a 24 hour/365 day operation. A Global Advocate will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business. At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.
About the Role
The Global Advocate is accomplished in supporting our Consumer, Dasher, and Merchant customers in partnership with our BPO Partners. You will be responsible for quickly providing case knowledge and solutions through consultations and taking action through an assist where quick resolution can be accomplished, based on your permission levels. Global Advocates will also take over indirect or manage direct complex cases to see through the resolution. You will own the end-to-end support of our internal and external customers by answering teammate questions and providing feedback and solutions for roadblocks that teammates encounter on a daily basis. Keeping up with best practices and identifying gaps and failures within our current processes, knowledge, and behaviors will be vitally important. Global Advocates are excellent communicators who know the needs of our customers and are passionate about removing barriers, adapting quickly, getting the details right, and having the appropriate level of follow-through that our customers expect. You will leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash. You're excited about this opportunity because you will... Have a passion for assisting and guiding others to find solutions. Take ownership of complex cases and are empowered to find a resolution Learn and stay up to date with correct processes, policies, and changes that will impact teammates and customers. 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 Enjoy working cross-functionally across different departments to get issues resolved. Partner with stakeholders to improve our products, services, processes, and policies We're excited about you because... You have a 6 month to 1 year of experience preferred at DoorDash. Experience with handling escalated and complex customer issues using email, phone, or chat. Acts as a mentor to others by helping to answer questions and share knowledge. You are a problem solver who sees gaps in workflows and knows the resources that can be leveraged to find the answer out. You are a team player who escalates to the appropriate teams to ensure others have access to the knowledge base and workflows. You're enthusiastic about our customers and always wanting 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 detractors into lifelong promoters of DoorDash. Your teammates appreciate your support and always have great things to say about you. 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 Apply Job!