Specialist, Community Response

About the team…

The Community Response team is responsible for the protection of our community through investigation of safety incidents and implementation of safety measures for users. On demand food delivery has many advantages, however it can come with some liabilities. The Community Response Team presents a united front to protect our Merchants, Customers and Dashers. Through the team’s proactive approach, we are aggressively maintaining, building and protecting DoorDash’s brand. By staying on top of stakeholder escalations, monitoring our day-to-day data for outliers, and improving our detection tools, we empower DoorDash’s teams to focus on creating an amazing experience for our Merchants, Customer, and Dashers. This position 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.

About the role…

The Community Response Specialist is a high-bandwidth, meticulously organized individual, who can juggle both investigation resolution and concise communication. They are able to investigate and support their decisions while referencing legal and internal materials to reach the right decision. They are able to navigate the investigation, communicate with involved external parties, keep business partners updated, and identify any at risk activity that requires further investigation and response. This position calls for a self-starter who wants to innovate and be part of a dynamic, fast-moving team.

The Community Response Specialist is a leader, problem solver, team builder, and a subject matter expert who is always looking for ways to help the team become more efficient by streamlining processes and identifying issues & resolutions. The ideal candidate has technical prowess, operational experience, and analytical skills to leverage data and logic to help them make informed decisions that improve operational productivity (both efficiency and efficacy) while protecting our valued community.

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.

You're excited about this opportunity because you will...

• Support escalated cases through investigations, scheduling calls, conducting follow ups, and summarizing findings
• Improve our operational and safety processes so we can deliver high quality support to all portions of our business.
• Be responsible for components of projects and process improvement.
• Help research and implement best practices as we build our team.
• Collaborate with internal and external business partners on crucial initiatives.
• Report out to senior leadership on initiatives, make recommendations on process improvements.
• Work with product and engineering teams to develop tools and solutions that improve quality and trust across our platform.
• Serve as a resource and/or mentor for other employees on the team.
• Contribute to and refine quality assurance, training practices and process development.
• Manage SLAs and response for strategic partner escalations.
• Investigate and evaluate complex cases to arrive at an outcome that keeps our community safe.
• Develop a deep expertise in how DoorDash’s processes, systems, and resources work, and how to use them to drive positive outcomes.
• Demonstrate strong communication skills and relationship-building with peers, business partners and company leaders.
• Collaborate with the Strategy & Operations and Product teams to problem solve and build solutions that address quality issues upstream

You have...

• 2 or more years of experience working in a similar compliance, fraud, risk or legal role.
• Data competency, including ability to answer business questions.
• Able to identify trends, and problem solve to identify effective product and operational countermeasures.
• Able to operate autonomously while collaborating closely with cross functional partners.
• Identify and recommend product improvements, partner with product and engineering to get them into the roadmap, and analyze their impact.
• Strong written and verbal communication skills--including top notch grammar, spelling, and the ability to write both formally and casually using DoorDash’s brand voice and tone.
• Positive outlook and optimism in the face of challenges and negative situations.
• Able to maintain a high level of confidentiality.
• Bachelor’s degree or equivalent amount of work experience.

We’re Excited About You Because…

• You are driven--you are a highly motivated self-starter with the passion to take on more than your daily responsibilities.
• You are adaptable to change--our ever growing and developing team continuously takes on new workflows and responsibilities.
• You are responsible--your daily work and initiative involvement.
• You are customer centric and you love helping people.
• You have high emotional intelligence--you will correspond with victims, police and attorneys.

It would be great if…

• You have knowledge of Salesforce, Chartio, SQL and Google Applications
• You have experience in the insurance, criminal investigation or legal fields
• You have project management skills

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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.