Support Specialist, DoorDash for Business: Live Operations

Doordash; Chicago (IL); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) with employer matching

16 weeks paid parental leave

Wellness benefits

Commuter benefits match

Paid time off and paid sick leave

Job summary

DoorDash for Business is seeking a LiveOps (LOS) team member to execute SOPs and provide best-in-class support to customers, merchants, and Dashers. You will help optimize processes, anticipate needs, and collaborate across departments to enhance the overall customer experience.

The role emphasizes proactive problem solving, documentation, and participation in pilots and new initiatives within DoorDash for Business. A strong bias for action and attention to detail are essential.

Qualifications

• 2+ years experience in customer support, operations, or account management.
• Ability to prioritize varying tasks and manage shifting priorities.
• Adaptability to changing environments while maintaining focus and quality.
• Think outside the box to resolve situations where procedures are insufficient.
• Maintain high accuracy and thoroughness in all tasks.
• Comfort with ambiguity and evolving workflows.

Responsibilities

• Triage customer support issues to assess urgency and assign priorities.
• Use internal and external tools to complete SOP requirements.
• Proactively contact Customers, Merchants, and Dashers to resolve moderately complex issues.
• Create documentation for processes to support experiments and initiatives.
• Support new operational processes and pilots.

Skills

Customer support

Operations

Account management

Prioritization

Adaptability

Critical thinking

Attention to detail

Ambiguity handling

Job description

About the Team

DoorDash for Business is an exciting new arm of the DoorDash platform, focusing on providing meals solutions to companies. We're building and scaling new ways to delight our corporate customers, by leveraging the DoorDash platform and focusing on the white-glove experience. The LiveOps team is specifically focused on proactively solving client blockers with as little disruption to our clients day to day as possible.

About the Role

As a LOS (LiveOps) team member, you will execute on various standard operating procedures, utilizing internal tools to provide best in class support to our Customers, Merchants, and Dashers. Your work will keep a pulse on new and upcoming support operations as you work to improve and incubate new initiatives within DoorDash for Business.

You're excited about this opportunity because you will… Anticipate customer needs and resolve issues before they arise, ensuring seamless experiences that build trust and loyalty. Collaborate with teams to identify opportunities for process optimization Leverage your skills to tackle new and diverse challenges. Work cross functionally with different departments within DoorDash for Business.

Your responsibilities as part of your scope include but are not limited to:

• Triage customer support issues to assess urgency and assign prioritization.
• Ability to utilize internal and external tools to complete SOP requirements.
• Proactively contact Customers, Merchants, and Dashers via phone, text, or chat to resolve moderately complex issues.
• Create documentation for processes to support specific experiments and initiatives that improve quality (fill out tracker for adherence, but flag gaps/create docs).
• Support new operational processes and pilots.

We're excited about you because…

• You have 2+ years experience working in customer support, operations, or account management.
• You have the ability to prioritize varying tasks.
• You have previously demonstrated the ability to adapt to changing priorities, environments, and challenges while maintaining focus and effectiveness.
• You are able to ‘think outside the box’ and utilize critical thinking to evaluate and resolve situations where established procedures are insufficient or unavailable.
• You ensure accuracy and thoroughness in all tasks by paying attention to detail and maintaining high standards of quality.
• You are comfortable with varying levels of ambiguity.

Compensation

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

Benefits

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.

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).

To learn more about our benefits, visit our careers page here.

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.