Community Response Representative

DoorDash; Ciudad de México; Presencial; MXN 300,000 - 400,000; Jornada completa

Descripción de la vacante

A food delivery company is seeking a Customer Support Specialist to provide empathetic support during critical moments for users. With a focus on handling sensitive situations, the ideal candidate will have at least 3 years of experience in customer service or crisis response. You'll be responsible for navigating complex scenarios, collaborating with cross-functional teams, and making a meaningful impact on customer experiences. Join a mission-driven team in a fast-paced environment.

Servicios

Comprehensive benefits

Career growth opportunities

Inclusive environment

Formación

• 3+ years in customer support or crisis response in a high-stakes environment.
• Strong ability to handle sensitive conversations with empathy.
• Familiarity with trauma-informed practices is a plus.

Responsabilidades

• Provide prompt, empathetic support to users in urgent situations.
• Assess situations critically to determine the best next steps.
• Collaborate with teams to improve responses to incidents.

Conocimientos

Emotional intelligence

Critical thinking

Empathy

Crisis management

Communication skills

Educación

Bachelor's degree or equivalent work experience

Descripción del empleo

About the team

The Community Response team is at the heart of our support ecosystem, providing essential assistance to Merchants, Customers, and Dashers during their most critical and high-impact moments. We are committed to delivering timely, trauma-informed, and empathetic support that reflects our values of care and accountability.

At DoorDash we empower our teams to focus on creating an amazing experience for our Merchants, Customers, and Dashers. This is a tremendous opportunity to join a fast-growing team that is hyper-focused on improving the quality of DoorDash's operations.

About the role…

Team members are expected to demonstrate strong emotional intelligence, apply critical thinking to complex and often sensitive situations, and ensure every interaction aligns with our policies and operational procedures. Our goal is to foster trust, resolve issues with integrity, and create positive outcomes—especially when it matters most.

• Deliver prompt, empathetic, and trauma-informed support to users experiencing urgent or sensitive issues.
• Assess situations with a critical thinking lens to determine appropriate next steps while balancing policy adherence and user impact.
• Navigate complex scenarios with professionalism and composure, ensuring resolution aligns with internal standards and procedures.
• Collaborate with cross-functional teams to escalate, document, and improve responses to high-impact incidents.
• Maintain accurate and detailed case notes in internal systems for visibility and follow-up.

You're excited about this opportunity because you will...

• Make a direct and meaningful impact on the experiences of Merchants, Customers, and Dashers during moments that matter most.
• Be part of a compassionate, mission-driven team that values emotional intelligence as much as operational excellence.
• Gain deep experience in high-stakes problem solving, crisis response, and trauma-informed communication.
• Sharpen your critical thinking, judgment, and conflict resolution skills in a fast-paced, real-world environment.
• Help shape how we support our community by identifying gaps, sharing insights, and driving continuous improvement.
• Work cross-functionally with teams across Trust & Safety, Operations, and Product to resolve complex issues.
• Join a culture that celebrates learning, growth, and showing up for people when they need it most.

You have…

• 3+ years of experience in customer support, crisis response, trust & safety, or a related high-stakes service environment.
• Strong critical thinking skills and a calm, solution-oriented approach under pressure.
• Comfortable navigating policies and processes while using judgment to adapt responses to nuanced situations.
• Top-notch grammar, spelling, and the ability to compose communications both formally and casually using DoorDash's brand voice and tone
• Familiarity with trauma-informed practices or training in de-escalation techniques is a strong plus.
• Proven ability to manage emotionally charged or sensitive conversations with empathy and discretion.
• Bachelor's degree or equivalent amount of work experience

We’re Excited About You Because…

• You lead with empathy and understand the power of listening first—especially in high-stress or emotionally charged moments.
• You bring a calm, grounded presence to fast-moving or uncertain situations.
• You think critically and make sound decisions, even when the path forward isn’t black and white.
• You’re passionate about helping people and take pride in delivering meaningful, high-quality support.
• You embrace complexity and thrive in environments where every case is different.
• You’re adaptable, curious, and always looking for ways to improve processes and outcomes for the community.
• You understand the importance of policy—and know when to ask thoughtful questions about how it applies.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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.

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.