Community Response Representative

DoorDash Mexico; Ciudad de México; Presencial; MXN 350,000 - 500,000; Jornada completa

Descripción de la vacante

DoorDash Mexico is seeking a compassionate Community Response team member who excels in providing crisis support. This role requires strong emotional intelligence and critical thinking skills to navigate complex situations, ensuring positive outcomes for Merchants, Customers, and Dashers alike. Join a mission-driven team and make a meaningful difference during high-stakes interactions.

Formación

• 3+ years in customer support or crisis response.
• Excellent communication skills.
• Experience in trauma-informed practices or de-escalation is a plus.

Responsabilidades

• Provide prompt, empathetic support to users facing urgent issues.
• Assess situations to determine appropriate actions.
• Collaborate with cross-functional teams for incident improvement.

Conocimientos

Emotional intelligence

Critical thinking

Conflict resolution

Active listening

Educación

Bachelor’s degree or equivalent work experience

Descripción del empleo

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 exceptional experience for our Merchants, Customers, and Dashers. This is a tremendous opportunity to join a fast-growing team dedicated to improving the quality of DoorDash's operations.

About the role…

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

• Provide prompt, empathetic, and trauma-informed support to users facing urgent or sensitive issues.
• Assess situations critically to determine appropriate next steps, balancing policy adherence with user impact.
• Handle complex scenarios professionally and calmly, ensuring resolutions meet internal standards and procedures.
• Collaborate with cross-functional teams to escalate, document, and improve responses to high-impact incidents.
• Maintain accurate case notes in internal systems for visibility and follow-up.

Why you'll be excited about this role...

• Make a meaningful impact on the experiences of Merchants, Customers, and Dashers during critical moments.
• Join a compassionate, mission-driven team that values emotional intelligence and operational excellence.
• Gain experience in high-stakes problem solving, crisis response, and trauma-informed communication.
• Develop your critical thinking, judgment, and conflict resolution skills in a dynamic environment.
• Help improve community support by identifying gaps, sharing insights, and driving continuous improvement.
• Work cross-functionally with teams across Trust & Safety, Operations, and Product.
• Be part of a culture that promotes learning, growth, and supporting people when they need it most.

Qualifications include:

• 3+ years in customer support, crisis response, trust & safety, or similar high-stakes environment.
• Strong critical thinking and a calm, solution-focused approach under pressure.
• Ability to navigate policies with judgment and adapt responses to nuanced situations.
• Excellent grammar, spelling, and communication skills in formal and casual tones consistent with DoorDash’s brand voice.
• Experience or training in trauma-informed practices or de-escalation techniques is a plus.
• Proven ability to manage emotionally charged conversations with empathy and discretion.
• Bachelor’s degree or equivalent work experience.
• Empathy, active listening, and a calm presence in stressful situations.
• Critical thinking and sound decision-making skills, even in uncertain conditions.
• Passion for helping people and delivering high-quality support.
• Adaptability, curiosity, and a continuous improvement mindset.
• Understanding of policies and when to ask thoughtful questions about their application.

Note: This role involves working with Covey as part of our hiring process in NYC and certain other locations. For accommodations or further inquiries, please contact your recruiting representative.