Supervisor, Community Response

About the role…

As a Supervisor on our Trust and Safety Team, you will oversee a team of trained Trust & Safety professionals. You will be handling sensitive, complex user-facing incidents. You will bring empathy and ethical judgement in ensuring we are providing the highest standard of support to the members of our platform. You will also be responsible for setting OKRs, developing strategy, and building processes that enable your team of support agents to quickly and competently mitigate risk on the platform.

You have excellent communication skills and can work cross-functionally with a variety of stakeholders across the organization, including Legal, Policy, Strategy & Ops, Support, Analytics, and M-Team to ensure that Door Dash can detect, triage, and, prevent safety incidents from occurring on our platform. This position is a tremendous opportunity to join a fast growing team with an extreme focus on building Door Dash’s Trust and Safety brand, while protecting our community.

• Lead a team of 8-10 Trust and Safety representatives - agents are entry level, hourly employees
• Establish, assess and exceed KPI’s among the team
• Manage response directly or through delegation to your team of highly sensitive and complex safety incidents on the platform.
• Partner with Legal, Public Affairs, Public Policy and others ensure we are responding to safety incidents empathetically and effectively
• Responsible for employee engagement and development including coaching your team as well as management sync sessions
• Build out a team of highly motivated individuals who are focused on the success of every task
• Build business cases and advocate for product and process improvements based on user feedback. This might include agent or member facing tools, new features, closing loopholes, mitigating risk, and improving business processes.
• De-escalate sensitive safety situations and/or situations where community standards aren’t upheld with empathy and action-oriented support.
• Identify areas in our policies / process that need more clarity, and collaborate with others to improve our product, or position on an issue.
• Correspond with external business partners to provide and receive feedback on processes for continuous improvement
• Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business
• Execute in short-term sprints while maintaining a vision for long-term sustained success
• Create, distribute, and present impactful and insightful reporting on performance
• Help scale the team and department to keep up with growth of Door Dash

• You have 2-4 years of people management or team lead experience
• You have at least 1 year of experience working in trust and safety, risk management or fraud
• 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 are adept at handling high stress situations and are a model of resilience to your team
• You are results-oriented, and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
• You are an owner, always looking for opportunities to better your work product
• You are comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously
• You have a mind and talent for process improvement
• You have some experience working with workforce planning teams
• You have experience in pulling data and using data to influence your decisions
• You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets (preferred)
• You have a Bachelor’s degree or equivalent work experience
• You are reliable and accountable; you ensure your team is reliable and accountable as well

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an…