[Remote] Specialist, Proactive Outreach
Note: The job is a remote job and is open to candidates in USA. DoorDash is a technology and logistics company focused on empowering local economies. The Proactive Elite Specialist will engage in proactive outreach to support VIP customers, addressing delivery issues and enhancing customer satisfaction through effective communication and problem-solving.
Responsibilities
- Root causing what went wrong on an auto-generated at-risk case based on delivery times to determine the appropriate mediation steps
- Placing outbound calls to the Consumer, Merchant, or Dasher to prevent the cancellation or late order from occurring
- Leverage appropriate tools, escalation channels, and make empowered decisions that lead to a win-win situation for customers and DoorDash
- Closing the loop with the Consumer to reassure them their order is now in good hands!
- Providing continuous feedback on common themes to help improve our product
- Play an integral part of our Elite Customer Support team, your primary responsibilities will be to proactively prevent defects, with a specialized focus on our most valued customers
- Elevate customer interactions by creating a delightful, consultative experience that not only addresses concerns but consistently exceeds customer expectations
- Tailor your approach to understand each customer's unique needs, providing them with bespoke DoorDash solutions
- Navigate through uncertainty by spearheading pilot programs specifically designed to enhance the overall customer experience
- Collaborate cross-functionally with partners, acting as the authoritative voice of the customer for DoorDash's products, services, processes, and policies
- Satisfying your passion for problem-solving and innovative thinking will shine as you actively engage in developing creative solutions
- Play a pivotal role in implementing new strategies, processes, and programs, contributing directly to our efforts to increase customer retention
- Empower yourself to make impactful decisions that directly enhance the customer's situation, solidifying our commitment to delivering unparalleled service
Skills
- You have at least 1 year of customer service experience and are passionate about customer success
- You are a problem solver, and are able to identify the steps needed to resolve an issue, even in instances where there isn't a specifically documented solution for the issue
- You display strong customer service skills
- You're enthusiastic about our customers and always want to help them succeed
- You're self-motivated and have a bias towards action. You're able to thrive in a fast-paced, constantly changing work environment
- You have experience with de-escalating customers and turning poor experiences into customer retention opportunities
- You have attention to detail and critical thinking skills
- Your customers love you and always have great things to say about you
- Experience in supporting Consumers, Dashers, and Merchants
- You have a previous customer experience background at DoorDash
Benefits
- Comprehensive health benefits
- Premium healthcare
- Wellness expense reimbursement
- Paid parental leave
Company Overview
- DoorDash is a food delivery platform that connects customers with local and national businesses. It is a sub-organization of DoorDash. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is http://www.doordash.com.
Company H1B Sponsorship
- DoorDash has a track record of offering H1B sponsorships, with 530 in 2025, 510 in 2024, 413 in 2023, 612 in 2022, 439 in 2021, 126 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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