Representative, Community Response; Bilingual French

About the Team

The Trust and Safety Community Response team improves the quality of Door Dash operations through the investigation of safety incidents. 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 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 Community Response 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 Community Response Supervisor, the Trust and Safety Representative (Bilingual French/English) is someone that has high-bandwidth and is proficient in the following areas:

• Investigations, scheduling calls, conducting follow ups, and summarizing findings
• Supporting customers 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 with an empathetic approach
• Project management

• Manage incoming reports from French and English speaking customers and dashers to provide a high-quality and empathetic 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

• French & English language fluency
• 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 and SQL experience is beneficial

At Door Dash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. 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.

Door Dash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their…