Global Advocate

About the role

As one of DoorDash's core teams, the Customer Experience Team ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team manages DoorDash's day-to-day customer operations, with the ultimate goal of growing the business by delivering on our promise of excellence and value. The team is responsible for supporting teammates with questions for phone calls and casework on a day-to-day basis to ensure appropriate workflows are used and finding solutions to ensure a stellar customer experience. Teammates can expect to use multiple means of communication to help educate our teammates which include but are not limited to Slack, Zoom and SME phone lines. The team is supporting all content and occupancy-related concerns a teammate has by following standard processes plus, escalating issues in which workflows do not exist. As an Elite 0.5% Customer Support Agent , you will be part of a team that consistently delivers a superior customer experience to our most discerning customers-VIP and Elite CX. This role requires a unique combination of empathy, adaptability , and strong problem-solving skills . You will interact with customers in real time, ensuring efficient, friction-free resolutions while maintaining a warm, personable tone that reflects our brand's values. You will receive specialized training to support your development into an Elite agent , where you'll learn best-in-class techniques for handling complex issues, improving customer satisfaction, and driving business results. You're excited about this opportunity because you will... Enjoy working cross-functionally across different departments to get issues resolved. Have a passion for guiding others to find solutions versus telling them the answer. Track and trend data that can be leveraged to improve the department's performance by providing knowledge-based training Take ownership of complex cases and are empowered to find a resolution Help with occupancy by reviewing AUX codes to ensure efficient staffing throughout the day. Review teammate cases to identify opportunities for improvement Setting your peers up for success by sharing the end of shift reporting to arm them with trends for call drivers, known issues, or bugs plus any other necessary information. Untap your leadership potential by helping to guide and support others and build the skills for your own future development. Learn and stay up to date with correct processes, policies, and changes that will impact teammates and customers. Partner with stakeholders to improve our products, services, processes, and policies Develop deep expertise in how DoorDash's processes, systems, and resources work, and how to use them to drive positive outcomes for our customers and agents We're excited about you because... Deliver Exceptional Experiences: You'll be part of an exclusive Elite 0.5% Team dedicated to providing the highest level of service to our most valued customers-ensuring each interaction is empathetic, efficient, and exceeds expectations. Your work will directly impact customer satisfaction, fostering long-term loyalty and turning Elite CX into advocates for DoorDash. Grow Through Continuous Learning: You will receive specialized training, including our Elite Refresher Course, which equips you with proven techniques from top agents to refine your communication skills, problem-solving, and empathy. As you progress, you'll engage in shadowing and coaching sessions, learning from the best in the business and applying those insights to make every customer feel heard and valued. Be Part of a High-Performance Team: The Elite 0.5% Team sets the gold standard for customer support, and you'll collaborate with top agents to refine your skills and stay on the cutting edge of service excellence. By participating in roundtables and peer learning, you'll continuously evolve as you share best practices and improve together. Make a Real Impact on KPIs: Your success in this role will directly contribute to DoorDash's growth. By providing friction-free resolutions to Elite CX, you'll help boost DWR, reduce response times, and improve FCR, all of which directly impact revenue and customer retention. Shape the Elite CX Experience: This is not just about answering questions-it's about making a lasting impression. You'll be empowered to create "Golden Chats" that showcase your ability to adapt to the unique needs of Elite CX, blending your skills and knowledge with a natural, authentic communication style. Elevate Your Career: As you consistently meet and exceed performance expectations, you'll have the chance to grow in your role, whether that means taking on more complex cases or moving into leadership opportunities. This is a place where your willingness to learn and drive for excellence will be recognized and rewarded Why You'll Love Working at DoorDash We are leaders - Leadership is not limited to our man