About the Team
DoorDash is looking for top-talent to help build our business in Japan! This is an exciting opportunity to create something great together and be a part of a global startup changing how local economies grow. We're looking for people with deep market knowledge who are inspired to bring their vision, passion and skills to allow us to best serve our merchants, Dashers and consumers. Join us in our global mission to empower and grow local economies.
As one of DoorDash's core operations teams, Customer Experience ensures that there's always someone there to help make things right when complications arise with fulfilling a delivery. Our team designs, manages and operates DoorDash's large and growing global network of support centres, with the ultimate goal of delivering an effortless support experience, every time.
About the Role
As a Customer Support Specialist, you'll be a "source of truth" for edge cases when agents look for information and clarification. You'll monitor slack and raise issues/questions/feedback to Support agents and team leads as appropriate.
You'll manage Knowledge Base (KB) and workflows from a quality, content, and training perspective. You'll assist the quality team in clarifying processes and synthesising feedback. You'll update and maintain agent knowledge base content on most current product features, including bugs and rollouts.
You'll assist trainers by providing more up-to-date product and operational knowledge and help them update training materials accordingly.
We're excited about you because…
- You have 3+ years of experience in Customer Support, hospitality or related field
- You are motivated by an obsession with service quality; you want to do right by our customers and help DoorDash build a world-class customer experience
- You have experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
- You love thinking about new opportunities for process improvement
- You have excellent verbal and non-verbal communication skills–including business fluency in both Japanese and English
- Proficiency in excel - Can maintain complex spreadsheets and analyze using pivot tables
Why You'll Love Working at DoorDash
We are leaders – Leadership is not limited to our management team. It's something everyone at DoorDash embraces and embodies.We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day. We are learners – Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.We are one team – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
At DoorDash, our mission to empower local economies shapes how our team members move quickly and always learn and reiterate to support merchants, Dashers and the communities we serve. 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. Read more on the DoorDash website, the DoorDash blog, the DoorDash Engineering blog, and the DoorDash Careers page.
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. Our leaders seek the truth and welcome big, hairy, audacious questions. We are grounded in our company values, and we make intentional decisions that are both logical and display empathy for our range of users—from Dashers to Merchants to Customers.
We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.
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.
If you need any accommodations, please inform your recruiting contact upon initial connection.