Team Leader Customer Experience

DoorDash, Inc.; Hyderabad; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

DoorDash is seeking a Team Leader to manage a customer experience team in Hyderabad, focusing on delivering top-tier support to consumers, merchants, and Dashers. You will drive KPIs, provide coaching, and align team performance with business goals.

The role requires a strong leader who translates analysis into action, owns outcomes, and balances quality with speed. Bachelor’s degree and 2+ years of people management are expected, with Hindi and English fluency.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years of people management or team lead experience.
• Experience in pulling data and using data to influence decisions.
• Experience with Salesforce, Chartio, and Excel.
• Experience in tech, restaurant, or logistics industries.
• Familiarity with large, diverse customer support, operations, and sales organizations.
• Flexibility to occasionally work shifts, holidays, and outside of standard schedule.
• Bilingual in Hindi and English.

Responsabilités

• Lead a team of customer experience professionals to meet operational KPIs.
• Provide real-time feedback, conduct weekly 1-on-1s and team meetings.
• Set and communicate team goals and performance to management.
• Coordinate daily workflow and adjust resources to meet SLAs.
• Create, distribute, and present performance reports to identify trends and opportunities.

Connaissances

Leadership

Data-driven decisions

Process improvement

Ownership mindset

Strategic thinking

Bilingual (Hindi & English)

Formation

Bachelor’s degree or equivalent experience

Outils

Salesforce

Chartio

Excel

Google Sheets

Description du poste

Job Description:

About the Team

DoorDash is highly focused on providing the best customer experience to all of our customers. We are customer experience driven and results oriented! We like to take ownership of our customer’s needs and provide the best experience.

About the Role

As a Team Leader you will directly manage Teammates responsible for providing the highest quality care to our Consumers, Merchants and Dashers at the forefront of our business. This role appeals to you because youre a leader, operator, and problem solver. You’ll be responsible for managing the day to day operations with an expanding company while maintaining and improving on bold quality and speed metrics for your team.

NOTE: This position will support our Customer Experience center in Hyderabad, India

You’re excited about this opportunity because you will…

• Lead a team of motivated individuals who are focused on customer success in order to deliver on operational KPIs
• Support your team by being present and approachable, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback
• Establish and manage your team to individual and team goals and objectives and communicate performance to management and other stakeholders
• Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business
• Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports in order to identify trends and highlight opportunities for improvement

We’re excited about you because…

• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance
• You increase results, and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
• You are an operator, you translate analysis to actions quickly, to test your hypotheses and use ‘first principles’ to solve challenging business problems at their root level
• You are an owner, always looking for opportunities to better your work product
• You are comfortable making tough decisions that balance the trade-off between quality and quantity
• You have a Bachelor’s degree or equivalent experience
• You have 2+ year or more of people management or team lead experience
• You have a mind and talent for process improvement
• You have experience in pulling data and using data to influence your decisions
• You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets (preferred)
• You have experience in the tech, restaurant, or logistics industries (preferred)
• You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)
• You have flexibility to occasionally work shifts, holidays, and outside of standard schedule
• Are bilingual in Hindi and English

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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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. Were committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

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.

If you need any accommodations, please inform your recruiting contact upon initial connection.

We use Covey as part of our hiring and/or promotional process for jobs in certain locations.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.

Requirements: