Specialist, SPRINT
About the position About the Team The SPRINT Support Operations team provides quality, high-touch, and experimental support to Customers, Merchants, and Dashers on the DoorDash platform. The ongoing objective of this team is to elevate the Customer support experience through pilots, experiments, and enhancements to daily activities. The team will operationalize and execute support experience experiments to achieve this objective. Successful experiments may be scaled and transitioned to the broader Support Ops organization.
About the Role
As a SPRINT Specialist, your role will be to leverage your Customer Support experience and flexibility to support our evolving business changes. Specialists will engage in new experiments and pilot initiatives for Customers, Merchants, and Dashers. Ongoing training along with project-specific content will be provided for each project to ensure success in light of the constantly changing nature of the experiments. The varying lengths of the experiments will determine training frequency; for example, training may occur monthly or even weekly. Additionally, the SPRINT team may assist with volume from other Support Operations lines of business depending on business needs (i.e. assisting temporarily with a T3 Cx backlog). Specialists will report to SPRINT Supervisors under the Global Support and Integrity Operations (GSIO) team. The SPRINT team will be subject to the CXI Hybrid Office Requirements for Support Operations (i.e. 4 days per month worked from the Tempe office). You’re excited about this opportunity because you will… Help support different projects primarily focused on enhancing the Customer, Dasher, and Merchant experience. Enjoy frequent upskill training to learn new pilot workflows and expand your business acumen. Deal with ambiguity by leveraging all resources and cross-functional partners to improve the overall customer experience. Work cross-functionally with the S&O team partners to be the voice of the customer for our products, services, processes, and policies that DoorDash provides. Enjoy participating in testing new processes and programs to help increase customer retention. Be empowered to make decisions using the training and provided workflows, resolve problems, help make new processes durable, and escalate edge cases to leadership. Enjoy problem-solving, are incredibly resourceful, and are able to see around corners to help us learn and make informed decisions on business changes.
Responsibilities
- Help support different projects primarily focused on enhancing the Customer, Dasher, and Merchant experience.
- Enjoy frequent upskill training to learn new pilot workflows and expand your business acumen.
- Deal with ambiguity by leveraging all resources and cross-functional partners to improve the overall customer experience.
- Work cross-functionally with the S&O team partners to be the voice of the customer for our products, services, processes, and policies that DoorDash provides.
- Enjoy participating in testing new processes and programs to help increase customer retention.
- Be empowered to make decisions using the training and provided workflows, resolve problems, help make new processes durable, and escalate edge cases to leadership.
- Enjoy problem-solving, are incredibly resourceful, and are able to see around corners to help us learn and make informed decisions on business changes.
Requirements
- Approach your work enthusiastically with a customer-centric mindset and have a passion for resolving issues.
- You're self-motivated and have a bias for action.
- Strong and clear written and verbal communication.
- You have experience with de-escalating customers and turning detractors into lifelong promoters of DoorDash.
- You can operate at the lowest level of detail and demonstrate proactive critical thinking / problem-solving skills.
- You thrive in a fast-paced, constantly changing work environment (including hours and days of operation.)
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