SPRINT Specialist

About the Team

The SPRINT Support Operations team provides quality, high-touch, and experimental support to Customers, Merchants, and Dashers on the Door Dash platform. The ongoing objective of this team is to elevate the Customer support experience through pilots, experiments, and enhancements to daily activities. The team will operationalize and execute support experience experiments to achieve this objective. Successful experiments may be scaled and transitioned to the broader Support Ops organization.

As a SPRINT Specialist, your role will be to leverage your Customer Support experience and flexibility to support our evolving business changes. Specialists will engage in new experiments and pilot initiatives for Customers, Merchants, and Dashers. Ongoing training along with project-specific content will be provided for each project to ensure success in light of the constantly changing nature of the experiments.

The varying lengths of the experiments will determine training frequency; for example, training may occur monthly or even weekly. Additionally, the SPRINT team may assist with volume from other Support Operations lines of business depending on business needs (i.e. assisting temporarily with a T3 Cx backlog). Specialists will report to SPRINT Supervisors under the Global Support and Integrity Operations (GSIO) team.

The SPRINT team will be subject to the CXI Hybrid Office Requirements for Support Operations (i.e. 4 days per month worked from the Tempe office).

Help support different projects primarily focused on enhancing the Customer, Dasher, and Merchant experience.

• Enjoy frequent upskill training to learn new pilot workflows and expand your business acumen.
• Deal with ambiguity by leveraging all resources and cross-functional partners to improve the overall customer experience.
• Work cross-functionally with the S&O team partners to be the voice of the customer for our products, services, processes, and policies that Door Dash provides.
• Enjoy participating in testing new processes and programs to help increase customer retention.
• Be empowered to make decisions using the training and provided workflows, resolve problems, help make new processes durable, and
  ** escalate edge cases to leadership**.
• Enjoy problem-solving, are incredibly resourceful, and are able to see around corners to help us learn and make informed decisions on business changes.

• Approach your work enthusiastically with a customer-centric mindset and have a passion for resolving issues.
• You're self-motivated and have a bias for action.
  
  Strong and clear written and verbal communication.
• You have experience with de-escalating customers and turning detractors into lifelong promoters of Door Dash.
• You can operate at the lowest level of detail and demonstrate proactive critical thinking / problem-solving skills.
• You thrive in a fast-paced, constantly changing work environment (including hours and days of operation)

At Door Dash, 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.
Door Dash 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…