Global Advocate Supervisor
About the position About the Team DoorDash is looking to change how we support frontline and external customers alike, and you'll be part of an exciting team designed to take our support to the next level. As a Global Advocate Supervisor, your team will provide live, top-tier support for DoorDash's Consumers, Dashers, Merchants, and internal customers. You’ll lead your team as they partner with our internal BPO teammates to troubleshoot, answer questions, take action, and provide feedback or solutions for roadblocks.
About the Role
Global Advocate Supervisors are excellent communicators who are passionate about removing barriers, adapting quickly, and getting the details right. As a people leader, you’ll be responsible for coaching and leading a team to deliver an exceptional support experience that is both empathetic and personalized. Strong leadership skills, including experience managing people and metrics, are essential for this role. As a Supervisor, you’ll also be responsible for managing cross-functional partnerships to escalate and investigate complicated issues across all lines of business. 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. The in-office days for this role will be 4-8 days per month. The schedule will be a midday shift, with at least 1 weekend day.
Responsibilities
- Build out a team of highly motivated individuals who are focused on the success of every interaction across all lines of business
- Identify areas in our policies, processes, or products flagged by your team and collaborate to escalate feedback that helps shape future iterations
- Coordinate daily workflow within the team and adjust resources to meet service-level agreements of the business
- Lead a team of Global Advocates and establish, assess, and maintain KPI’s for your team
- Execute in short-term sprints while maintaining a vision for long-term sustained success
- Optimize operations from the ground up. You understand gray areas, risk, and are comfortable working and producing measurable results
- 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
Requirements
- You have 4+ years of relevant work experience, with at least 2 years of experience managing people
- You have experience achieving deliverables, pulling data, and using data to influence your decisions. You are results-oriented and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact
- 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 comfortable using Salesforce, Sigma, and Excel/Google Sheets
- You have familiarity with working with large, diverse customer support, operations, and sales organizations
- 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
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