Customer Support Representative-III
- San Ramon, CA
- Contract
- Full-time
Location: Remote
type : ContractAbout the Role
DoorDash is expanding its innovative Shop & Deliver service, and we are seeking a proactive and strategic Live Operations Specialist to be a cornerstone of this new team. This role is critical to ensuring a 100% delivery rate by managing live operations and providing world-class support to our delivery drivers ( "Dashers "). You will be the first line of defense, solving complex problems in real-time to guarantee an exceptional service experience. This is a fast-paced, dynamic position perfect for a motivated individual who thrives on independence and strategic problem-solving.
Key Responsibilities
- Proactive Engagement: Initiate outbound calls and messages to Dashers to set clear order expectations, provide instructions, and prevent delivery issues before they occur.
- Workflow Execution: Spearhead and meticulously execute operational workflows to meet and exceed strict Service Level Agreements (SLAs).
- Strategic Problem-Solving: Triage and resolve live, complex issues that may not have a pre-defined solution, ensuring a seamless customer experience.
- Trend Analysis & Process Improvement: Identify trends in operational challenges and communicate findings to broader teams to help improve our processes, tools, and product.
- Product Expertise: Develop and maintain deep expertise in DoorDash's Shop & Deliver product, internal systems, and operational tools.
- Collaboration: Work as a key member of a collaborative, early-stage team dedicated to setting a new standard for customer service in the delivery industry.
- A Bachelor's degree or equivalent practical work experience.
- 2+ years of experience in a fast-paced customer service, operations, or support role within technology, hospitality, grocery, or convenience.
- A highly-motivated and independent work ethic with a proven ability to manage your own workload.
- Exceptional problem-solving skills and the confidence to navigate ambiguous situations.
- Fluency in English with outstanding verbal and written communication skills, including top-notch grammar and the ability to adapt to DoorDash's brand voice.
- Above-average technological fluency, including proficiency with Google Sheets and the ability to quickly learn new software.
- A minimum typing speed of 40 WPM.
- Flexibility to work a schedule within the window of 9 AM - 7 PM PST, including weekends.
- Familiarity with G-Suite (Docs, Sheets), Slack, Atlassian (Jira), and Salesforce.
- Previous experience in the grocery, convenience, or on-demand delivery sectors.
This is a 100% remote position. You must have a suitable home workspace and be available to work a scheduled shift between 9:00 AM and 7:00 PM Pacific Standard Time, Monday through Sunday.About Trident:
Trident Consulting is an award-winning IT/engineering staffing company founded in 2005 and headquartered in San Ramon, CA. We specialize in placing high-quality vetted technology and engineering professionals in contract and full-time roles. Trident's commitment is to deliver the best and brightest individuals in the industry for our clients' toughest requirements.Some of our recent awards include
- 2022, 2021, 2020 Inc. 5000 fastest-growing private companies in America
- 2022, 2021 SF Business Times 100 fastest-growing private companies in Bay Area