Supervisor, Community Response

DoorDash; Tempe (AZ); On-site; USD 83,000 - 122,000; Full time

Benefits offered by this job

401(k) plan with employer matching

16 weeks paid parental leave

Wellness benefits

Commuter benefits match

Paid time off & paid sick leave

Job summary

DoorDash is seeking a Supervisor for its Trust & Safety Team to lead a group of 8–10 entry-level representatives. You will set and monitor KPIs, guide incident handling, and collaborate with Legal, Public Affairs, and Policy to respond empathetically and effectively.

This role emphasizes coaching, process improvement, and data-driven decision making. The position requires resilience under pressure, strong leadership, and a background in trust and safety or risk management.

Qualifications

• 2–4 years of people management or team lead experience.
• 1+ year in trust and safety, risk management or fraud.
• Strong leadership with ability to motivate and manage career growth.
• Experience handling high-stress situations with resilience.
• Ability to influence decisions using data.

Responsibilities

• Lead a team of 8–10 Trust and Safety representatives (entry-level).
• Establish, assess and exceed KPI targets for the team.
• Manage response to highly sensitive safety incidents on the platform.
• Partner with Legal, Public Affairs, Public Policy and others to respond empathetically and effectively to incidents.
• Coach team members and run management sync sessions to drive engagement.
• Build business cases and advocate for product/process improvements based on user feedback.
• De-escalate sensitive safety situations with empathy and action.
• Collaborate to improve policies and product decisions.
• Coordinate daily workflow to meet service levels and maximize impact.

Skills

People management

Team leadership

Data analysis

Salesforce

Chartio

Excel

Google Sheets

Education

Bachelor’s degree or equivalent work experience

Tools

Salesforce

Chartio

Excel

Job description

About The Role…

As a Supervisor on our Trust & Safety Team, you will oversee a team of trained Trust & Safety professionals. You will be handling sensitive, complex user-facing incidents. You will bring empathy and ethical judgement in ensuring we are providing the highest standard of support to the members of our platform. You will also be responsible for setting OKRs, developing strategy, and building processes that enable your team of support agents to quickly and competently mitigate risk on the platform. You have excellent communication skills and can work cross-functionally with a variety of stakeholders across the organization, including Legal, Policy, Strategy & Ops, Support, Analytics, and M-Team to ensure that DoorDash can detect, triage, and, prevent safety incidents from occurring on our platform. This position is a tremendous opportunity to join a fast growing team with an extreme focus on building DoorDash’s Trust and Safety brand, while protecting our community.

You're Excited About This Opportunity Because You Will…

• Lead a team of 8-10 Trust and Safety representatives - agents are entry level, hourly employees
• Establish, assess and exceed KPI’s among the team
• Manage response directly or through delegation to your team of highly sensitive and complex safety incidents on the platform.
• Partner with Legal, Public Affairs, Public Policy and others ensure we are responding to safety incidents empathetically and effectively
• Responsible for employee engagement and development including coaching your team as well as management sync sessions
• Build out a team of highly motivated individuals who are focused on the success of every task
• Build business cases and advocate for product and process improvements based on user feedback. This might include agent or member facing tools, new features, closing loopholes, mitigating risk, and improving business processes.
• De-escalate sensitive safety situations and/or situations where community standards aren’t upheld with empathy and action-oriented support.
• Identify areas in our policies / process that need more clarity, and collaborate with others to improve our product, or position on an issue.
• Correspond with external business partners to provide and receive feedback on processes for continuous improvement
• Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business
• Execute in short-term sprints while maintaining a vision for long-term sustained success
• Create, distribute, and present impactful and insightful reporting on performance
• Help scale the team and department to keep up with growth of DoorDash

We're Excited About You Because You Have…

• You have 2-4 years of people management or team lead experience
• You have at least 1 year of experience working in trust and safety, risk management or fraud
• 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 are adept at handling high stress situations and are a model of resilience to your team
• You are results-oriented, and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
• You are an owner, always looking for opportunities to better your work product
• You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously
• You have a mind and talent for process improvement
• You have some experience working with workforce planning teams
• 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 a Bachelor’s degree or equivalent work experience
• You are reliable and accountable; you ensure your team is reliable and accountable as well

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.
In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
To learn more about our benefits, visit our careers page here.

The national base pay range for this position within the United States, including Illinois and Colorado.

$82,800—$121,800 USD

See Below For Paid Time Off Details

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

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.

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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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