Customer Onboarding Specialist

About the Opportunity

DoorDash for Business is an exciting new arm of the DoorDash platform, focusing on providing meals solutions to companies. The organization is building and scaling new ways to delight its corporate customers by leveraging the DoorDash platform and focusing on a white-glove experience. The LiveOps team is specifically focused on proactively solving client blockers with as little disruption to clients' day-to-day operations as possible.

About the Role

As a LOS (LiveOps) team member, individuals will execute on various standard operating procedures, utilizing internal tools to provide best-in-class support to Customers, Merchants, and Dashers. This work will keep a pulse on new and upcoming support operations as efforts are made to improve and incubate new initiatives within DoorDash for Business.

Key Responsibilities

• Anticipate customer needs and resolve issues before they arise, ensuring seamless experiences that build trust and loyalty.
• Collaborate with teams to identify opportunities for process optimization.
• Leverage skills to tackle new and diverse challenges.
• Work cross-functionally with different departments within DoorDash for Business.
• Triage customer support issues to assess urgency and assign prioritization.
• Utilize internal and external tools to complete SOP requirements.
• Proactively contact Customers, Merchants, and Dashers via phone, text, or chat to resolve moderately complex issues.
• Create documentation for processes to support specific experiments and initiatives that improve quality (fill out tracker for adherence, but flag gaps/create docs).
• Support new operational processes and pilots.

Required Qualifications

• 2+ years of experience working in customer support, operations, or account management.
• Ability to prioritize varying tasks.
• Demonstrated ability to adapt to changing priorities, environments, and challenges while maintaining focus and effectiveness.
• Ability to ‘think outside the box’ and utilize critical thinking to evaluate and resolve situations where established procedures are insufficient or unavailable.
• Ensure accuracy and thoroughness in all tasks by paying attention to detail and maintaining high standards of quality.
• Comfortable with varying levels of ambiguity.

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. The national base pay range for this position within the United States is $21.20—$31.20 USD.

Benefits

The organization cares about employee well-being and offers a comprehensive benefits package to all regular employees, which includes:

• 401(k) plan with employer matching
• Paid parental leave
• Wellness benefits
• Commuter benefits match
• Paid time off and paid sick leave in compliance with applicable laws
• Medical, dental, and vision benefits
• Paid holidays
• Disability and basic life insurance
• Family-forming assistance
• Mental health program

Paid Time Off

• For salaried roles: flexible paid time off/vacation, plus paid sick time per year.
• For hourly roles: vacation accrued at approximately 1 hour for every 25.97 hours worked, and paid sick time accrued at 1 hour for every 30 hours worked.

About the Organization

The organization's mission to empower local economies shapes how team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for its range of users—from Dashers to merchant partners to consumers. It is a technology and logistics company that started by enabling door-to-door delivery, and it is looking for team members who can help it go from a company known for food delivery to a company people turn to for any and all goods. The organization is growing rapidly and changing constantly, which gives team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. It is 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.

Commitment to Diversity and Inclusion

The organization is committed to growing and empowering a more inclusive community within its company, industry, and cities. That's why it hires and cultivates diverse teams of people from all backgrounds, experiences, and perspectives. It believes that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. In keeping with its 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," the organization also strives to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold. Whether blatant or hidden, barriers to success have no place at the organization. It values 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. Pursuant to applicable state and local hiring regulations, the organization will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.