Representative, Community Response

DoorDash; Toronto; On-site; CAD 50,000 - 85,000; Full time

Job summary

An innovative company is seeking a proactive Community Response Representative to enhance their Trust and Safety operations. This role involves investigating safety incidents, managing customer inquiries, and collaborating with various teams to improve processes. The ideal candidate will have strong data analysis skills, experience in high-demand environments, and the ability to communicate effectively in both French and English. Join a fast-growing team dedicated to delivering exceptional service and fostering relationships within the community. This position provides an exciting opportunity to make a meaningful impact while supporting local economies.

Benefits

Healthcare

Wellness reimbursement

Parental leave

Flexible work hours

Remote work options

Employee discounts

Qualifications

• 3+ years of experience in high-demand environments.
• Ability to handle sensitive information empathetically.

Responsibilities

• Manage reports from French and English-speaking customers.
• Investigate complex cases to identify areas for improvement.

Skills

Investigations

Data Analysis

Project Management

Customer Support

Bilingual (French/English)

Education

Bachelor's degree

Tools

Chartio

SQL

Job description

The Trust and Safety Community Response team enhances DoorDash operations by investigating safety incidents. While on-demand food delivery offers many benefits, it presents complex logistics challenges to ensure optimal service for Customers, Dashers, and Merchants.

Trust and Safety aims to protect the experience of Merchants, Customers, and Dashers, while fostering internal and external relationships and safeguarding DoorDash's brand. The team collaborates with internal partners to reduce escalations, monitor quality, improve response times, and enhance tool usage and efficiencies. At DoorDash, we empower our teams to deliver an exceptional experience for all users. Joining this fast-growing, quality-focused team offers a significant opportunity to impact DoorDash's operations positively.

About the Role

The Community Response Representative is proactive in streamlining processes, identifying issues, and finding resolutions. Using logical decision-making, they ensure the best experience for our Customers, Dashers, and Merchants on the platform. Reporting to the Community Response Supervisor, the bilingual French/English Trust and Safety Representative should have high bandwidth and expertise in:

• Investigations, scheduling calls, follow-ups, and summarizing findings
• Supporting customers via phone and email, referencing internal policies for desired outcomes
• Navigating investigation channels and updating partners
• Identifying trends and root causes
• Performing analysis for informed decision-making
• Handling sensitive information empathetically
• Project management

You’re excited because you will…

• Manage reports from French and English-speaking customers and Dashers, providing high-quality, empathetic responses
• Investigate complex cases to identify areas for improvement
• Develop expertise in DoorDash processes and resources to promote positive outcomes
• Build relationships with peers and leadership
• Collaborate with Strategy, Operations, and Product teams to address quality issues upstream
• Enhance operational processes to support all business aspects

We’re excited about you because…

• Have 3+ years of experience in high-demand environments
• Possess data skills to answer inquiries from internal partners
• Can identify trends and suggest operational or product countermeasures
• Operate autonomously while collaborating internally
• Have an eye for product improvements and can partner with product and engineering teams
• Communicate effectively with excellent grammar and tone, both formal and casual, aligned with DoorDash’s brand voice
• Have experience with adjudications, case work, and government documents
• Maintain optimism in challenging situations
• Hold a Bachelor's degree or equivalent experience
• Benefit from experience with Chartio and SQL (preferred)

About DoorDash

DoorDash’s mission is to empower local economies by enabling quick, empathetic decisions that serve our diverse users—from Dashers to merchants to consumers. Originally a food delivery service, we aim to expand into delivering all types of goods. Rapid growth and constant change offer our team members opportunities to bring unique perspectives, solve challenges, and advance their careers. We are committed to supporting employee well-being through comprehensive benefits, including healthcare, wellness reimbursement, and parental leave.

Our Commitment to Diversity and Inclusion

We strive to build an inclusive community by hiring diverse teams from all backgrounds and experiences. We believe innovation flourishes when everyone has a seat at the table and access to resources and opportunities to excel.

If accommodations are needed, please inform your recruiting contact at the outset.