Support Specialist, Live Ops - job 1 of 2
About the Team
New Verticals is a new, lean team at DoorDash. We're building and scaling new ways to delight our customers, leveraging the DoorDash platform. The New Verticals Operations team is focused on delivering leading fulfillment quality experience to consumers across the Convenience, Grocery, and Alcohol businesses.
About the Role
You will support intraday and holiday quality management across Convenience, Grocery, and Alcohol verticals - a growing space within DoorDash. You will execute on standard operating procedures, use internal tools, and interact with our customers, merchants, and Dashers. Your work will keep a pulse on the heart of our New Vertical operations as you work to detect fulfillment challenges before they become widespread and persistent. You will be an active contributor to new pilot initiatives that we test and build out.
You're excited about this opportunity because you will…
- Work directly with one of DoorDash’s newest and most exciting products
- Build and shape what success will look like for the New Verticals Specialist role
- Give input and improvement suggestions to multiple new and developing processes
Your responsibilities as part of your scope include but are not limited to:
- Monitor intraday metrics related to customer experience
- Use internal tools to reactively and proactively solve problems
- Reach out to customers, merchants, and Dashers through phone, text, or chat
- Create documentation for processes to support specific experiments and initiatives that improve quality
- Support new operational processes and pilots
We're excited about you because…
- You have experience as a leader in one of these industries: field operations (including military experience), logistics, fulfillment, or administrative / facilities roles. You have a passion for customer service and are ready for a new challenge.
- You want to work cross-functionally with other employees and teams that you may not have worked with before
- You have a strong understanding of Google Sheets/Excel formulas and like finding ways to simplify working with large amounts of data
- You have a strong commitment to building and supporting a trusting team culture; relying on your teammates for help and guidance, and providing insight when they need it, is your strong suit
- You have a strong ability to visualize data and present it to others using dashboarding tools
- You may be required to work any day of the week and some holidays, across daily operating hours
- You are fluent in both English and Spanish for verbal and written communication
Applications for this position are accepted on an ongoing basis
Compensation
Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package for all regular employees, that includes a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefit and several paid holidays. Additionally, for full-time employees, DoorDash offers medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match and a mental health program, among others. Paid sick leave in compliance with applicable laws (i.e. Colorado Healthy Families and Workplaces Act).
To learn more about our benefits, visit our careers page here.
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.
Average salary estimate
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Are you ready to take on an exciting challenge as a Support Specialist for Live Ops at DoorDash? Based out of New York, NY; San Francisco, CA; Portland, OR; or enjoying the flexibility of remote work across the United States, this role is pivotal in ensuring our new verticals—Convenience, Grocery, and Alcohol—deliver top-notch service to our customers. In this role, you’ll be right at the heart of our operations, where you'll monitor intraday metrics and engage directly with customers, merchants, and Dashers. You’ll use various internal tools to tackle fulfillment challenges proactively and create documentation that supports innovative initiatives. With an emphasis on quality management, your insights and suggestions will play a crucial role in shaping various new processes. We're seeking someone who thrives on collaboration and possesses a passion for customer service. If you have experience in field operations, logistics, or administrative roles and are comfortable with data visualization and management tools, then this is the perfect fit for you! Join DoorDash’s mission to empower local economies while building a supportive team culture that values diversity, inclusion, and the unique perspectives of all team members. As a part of our team, you’ll also enjoy a comprehensive benefits package, including healthcare, paid time off, and a 401(k) plan. So, are you ready to make an impact and grow with us?
DoorDash is a technology company that connects customers with their favorite local and national businesses in the United States and Canada. The company is headquartered in San Francisco, California.
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