Representative, Marketplace Quality

The Trust and Safety team improves the quality of Door Dash operations through adjudication of background checks and insurance claims, investigation of safety incidents, and implementation of quality measures for users. On-demand food delivery has many advantages; however, there are extremely challenging logistics to ensure Door Dash is delivering the best service to the Customers, Dashers, and Merchants.

Trust and Safety presents a united front to protect the experience of Merchants, Customers and Dashers while solving these logistics challenges. This team's work helps in building internal and external relationships while protecting Door Dash's brand. We work with our internal partners to solve and reduce escalations, monitor daily quality, improve response times, and drive tool usage and efficiencies. At Door Dash we empower our teams to focus on creating an amazing experience for our Merchants, Customers, and Dashers.

This is a tremendous opportunity to join a fast-growing team that is hyper-focused on improving the quality of Door Dash's operations.

The Marketplace Quality Representative is always looking for ways to help the team become more efficient by streamlining processes and identifying issues and resolutions. You can use logic to make informed decisions that help ensure that our Customers, Dashers, and Merchants have the best experience possible on the Door Dash platform. Reporting into the Marketplace Quality Team Lead, the Marketplace Quality Representative is someone that has high-bandwidth and is proficient in the following areas:

• Investigations, scheduling calls, conducting follow ups, and summarizing findings
• Supporting business partners over phone and email, while referencing internal policies to reach desired outcomes
• Navigating the different channels of an investigation while keeping partners updated
• Identifying trends and root-causes
• Performing analysis to make informed decisions
• Handling information and investigations of sensitive nature
• Project management and prioritization

• Manage incoming reports from customers and dashers to provide a high-quality and objective response
• Investigate and evaluate complex cases to understand areas where Door Dash can improve
• Develop expertise in how Door Dash's processes and resources work, and how to use them to promote positive outcomes
• Demonstrate relationship-building with peers and company leaders
• Work with the Strategy & Operations and Product teams to problem solve and build solutions that address quality issues upstream
• Improve our operational processes so we can support all portions of our business

• 3+ years of work experience in high demand environment
• Data competency, including the ability to answer inquiries from internal partners
• Proficiency in identifying trends and product/operational countermeasures
• Proficiency in operating autonomously while working with internal partners
• An eye for product improvements, and the ability to partner with product and engineering to get them into the roadmap, and analyze their impact
• Top-notch grammar, spelling, and the ability to compose communications both formally and casually using Door Dash's brand voice and tone
• Experience with adjudications, case work and government documents
• Optimism in the face of challenges and negative situations
• Bachelor's degree or equivalent amount of work experience
• Chartio, Google Sheets, Excel and SQL experience is beneficial

• You are motivated and have a passion to take on more than your daily responsibilities
• You are unafraid of change and taking on new workflows and responsibilities as our team evolves
• You are responsible -- you can track your progress towards goals, and will ask for help or communicate upwards if you run into any problems
• You are curious -- you love investigating and can get to the lowest level of detail when solving a problem
• You are customer-centric and you love helping people

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide…