Community Response Representative

DoorDash Mexico; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A local delivery service company is seeking a Community Response team member. This role involves delivering compassionate support to Merchants, Customers, and Dashers, particularly during urgent moments. Ideal candidates will have 3+ years of relevant experience, strong critical thinking abilities, and a passion for helping others. The position is based in Mexico City and offers an opportunity to make a significant impact in a growing team.

Servicios

Comprehensive benefits

Career development opportunities

Inclusive company culture

Formación

• 3+ years of experience in customer support, crisis response, or related environment.
• Strong critical thinking skills and solution-oriented approach under pressure.
• Proven ability to manage sensitive conversations with empathy.

Responsabilidades

• Provide empathetic support to users experiencing urgent issues.
• Assess situations and determine appropriate next steps.
• Collaborate with teams to document and improve responses.

Conocimientos

Emotional intelligence

Critical thinking

Crisis response

Conflict resolution

Effective communication

Empathy

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 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 demonstrate strong emotional intelligence, apply critical thinking to complex and 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.
• 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.
• 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.

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