Team Lead, Community Response

DoorDash High Volume; Tempe (AZ); On-site; USD 85,000 - 110,000; Full time

Job summary

DoorDash’s Community Response team seeks an experienced people leader to oversee a team of Community Response agents focusing on safety, quality, and empathetic support for consumers, dashers, and merchants. This overnight Team Lead role reports to a Community Response Supervisor in Trust & Safety and requires in-office presence near Tempe.

You will lead daily operations, drive KPIs, coach reps, and coordinate cross-functional collaboration to quickly mitigate incidents while upholding

Qualifications

• 2+ years of people management or team leadership experience.
• Strong leadership with ability to motivate and target achievements.
• Data-driven with ability to translate analysis into actions.
• Excellent communication and decision-making under pressure.

Responsibilities

• Lead a team of Community Response agents to achieve safety and care quality metrics.
• Hold weekly 1-on-1 and team meetings, provide real-time feedback.
• Manage team goals and report performance to management and other partners.
• Coordinate daily workflow to meet service-level agreements.
• Create, distribute, and present performance reports to identify trends and opportunities for improvement.

Skills

People management

Leadership

Data analysis

Salesforce

Chartio

Excel

Google Sheets

Tools

Salesforce

Chartio

Excel

Google Sheets

Job description

About the Team

DoorDash’s Community Response team is seeking an experienced people leader to oversee a team of Community Response agents. The Community Response team responds to safety incidents on the platform quickly and empathetically to ensure our consumers, dashers, and merchants have a high-quality and safe experience. The team is responsible for a variety of safety concerns for our community, including personal safety, threats, property damage, food safety, discrimination, and personality disputes. Trust and Safety success relies on our team being able to identify harmful situations, communicate empathetically with survivors, and make quick decisions to mitigate future risks. The goal is to provide the best support possible for those who have experienced an incident on the DoorDash platform and restore their status quo.

About the Role

As a Team Lead on our Community Response Team, you will directly manage Representatives responsible for providing the highest quality care to our Consumers, Merchants, and Dashers at the forefront of our business. This role appeals to you because you’re a leader, operator, and owner. You’ll manage the daily operations with an expanding company while maintaining and improving on bold quality and speed metrics for your team. This 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 will report to a Community Response Supervisor on our Community Response team in our Trust & Safety organization.

This role is for an overnight shift Tues-Sat 8pm - 4am.

As a people leader, you will be responsible for fostering team collaboration, employee development, and problem-solving. The ability to be physically present in our corporate Tempe office is deemed essential as you will be responsible for facilitating in-person 1:1 meetings with your direct reports, connecting with cross-functional partners, immediate problem-solving, and nurturing a collaborative team environment. Due to the in-office presence, you must live within a commutable 50 miles of the office.

In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is.

You’re excited about this opportunity because you will…

• Lead a team of motivated individuals who are focused on customer success to deliver on operational KPIs
• Support your team by being present, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback
• Manage your team to individual and team goals and communicate performance to management and other partners
• Coordinate daily workflow within the team and adjust resources to meet service-level agreements with the business
• Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports to identify trends and highlight opportunities for improvement

We’re excited about you because…

• 2+ years or more of people management or team lead experience
• You are a leader with a desire to motivate a team and set and achieve targets
• You increase results and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
• You are an operator, you translate analysis to actions quickly, and test your hypotheses to solve challenging business problems at their root level
• You are an owner, always looking for opportunities to better your work product
• You are comfortable making tough decisions that balance the trade-off between quality and quantity
• You have an eye for process improvement
• You have experience 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 experience in the Trust & Safety, tech, or logistics industries (preferred)
• You have familiarity with working with large, diverse customer support operations, and sales organizations (preferred)
• You have the flexibility to occasionally work shifts, holidays, and outside of the standard schedule

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.

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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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.

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