Supervisor, Specialty Support Operations

About the Team

As one of DoorDash’s core Support Operations teams, Live Customer Support Operations is a highly specialized and tactical team, tasked with ensuring that when there are bumps in the last mile, there’s always someone there to help make things right.

About the Role

As a Supervisor on our Specialty Pods Operations Team, you will oversee a team of trained support staff. This role appeals to you because you're a leader, operator, and problem solver. You’ll be responsible for managing the day-to-day operations of an expanding company while maintaining and improving on bold quality and speed metrics for your team.

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from 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 15-18 full-time employees who are focused on supporting Customers, Dashers, and Merchants with their escalated inquiries.

Improve our internal tools, and offshore agents to provide high-quality support

Establish and manage your team to individual and team goals and objectives

Coordinate daily workflow within the team and adjust resources to meet service-level agreements with the business

Create, distribute, and present impactful and reporting on performance

Opportunity to have a positive impact on your line of business

We’re excited about you because…

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 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, to test your hypotheses and use ‘first principles’ to solve challenging business problems at their root level

You are an owner, always looking for opportunities to better your work product

You thrive working in a fast-paced, ever-changing environment with an ability to learn and implement new processes efficiently

You are comfortable making tough decisions that balance the trade-off between quality and quantity

You have a Bachelor’s degree or equivalent experience

You have 2+ years or more of people management or team lead experience

You have a mind and talent for process improvement

You have experience in pulling data and using data to influence your decisions

You have knowledge of Salesforce, Sigma, and Google Suite

You are comfortable working a hybrid model, with some in-office days and some remote days

You have experience in the tech, contact centers, restaurant, or logistics industries (preferred)

You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred)

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…