Customer Support Agent

## **About the Team** As a Tier 1 Customer Experience (Cx T1) Chat Specialist, you are the front-line voice of our brand and the key driver of customer trust. In this fast-paced, chat-based role, you will take full ownership of incoming customer inquiries, complaints, and escalations. By combining empathy, critical thinking, and system mastery, you will navigate multiple workflows simultaneously to deliver accurate, real-time resolutions. This position is ideal for driven, customer-obsessed professionals looking to build strong operational, de-escalation, and problem-solving skills within a high-growth tech environment. ## **Role Overview** The Consumer Support Agent provides real-time chat support to customers, delivering empathetic, accurate, and efficient resolutions. This role requires strong written communication skills, critical thinking, and the ability to manage multiple conversations in a fast-paced environment while maintaining a high-quality customer experience. ## **You’re excited about this opportunity because you will…** **Deliver Empathetic Customer Support** - Respond to consumer inquiries via chat with professionalism, clarity, and care. - Acknowledge customer concerns, especially in high-frustration situations, and de-escalate effectively. - Clearly communicate resolutions, next steps, and expectations. **Problem-Solve with Accuracy and Ownership** - Analyze each case to identify the root issue. - Utilize internal systems, tools, and policies to determine appropriate solutions. - Ensure resolutions align with company guidelines while prioritizing customer satisfaction. **Demonstrate Resourcefulness** - Seek answers beyond the knowledge base when necessary. - Collaborate through internal channels and escalate appropriately to resolve complex cases. - Continuously build product and process knowledge. **Operate Efficiently in a High-Volume Environment** - Manage multiple concurrent phone cases without compromising quality. - Maintain speed and accuracy in typing and documentation. - Use shortcuts and system tools effectively to improve workflow efficiency. ## **We’re excited about you because…** - Strong written empathy and professional communication - Analytical thinking and sound decision-making - Proactive resourcefulness and collaboration - Multitasking and time management in high-volume settings ## **Basic Qualifications** - Bachelor’s degree or higher. - 6 months to 2 years of customer-support experience in International voice and chat processes. ## **About DoorDash** At DoorDash, 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. 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. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. ## **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. Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial connection. **Notice Regarding Use of AI and Automated Employment Decision Tools** To streamline our hiring process, DoorDash utilizes an automated recruitment tool called Fountain. **How it works:** Fountain assists our recruiting team by evaluating and scoring your responses to screening questions, resume details, and an AI-facilitated virtual interview. Your interview will be recorded and transcribed, and the interview and accompanying results will always be reviewed by a human reviewer before your progress to the next step. These insights are used to help determine qualification and progression through our hiring process. The tool evaluates characteristics relevant to the role, including job-related experience, skills, availability, and structured interview responses. **Data Retention, Privacy & Bias Audit:** Data collected during this process is retained in accordance with our Candidate Privacy Policy ([](http://privacy.fountain.com/)) and applicable state laws. In compliance with New York City Local Law 144, the independent bias audit summary for Fountain is publicly available for review at [AI Assurance Dashboard - Fountain](http://trust.warden-ai.com/fountain/ai-recruiter). **Alternative Assessment & ADA Accommodations:** Use of this tool is a requirement for application progression. DoorDash does not offer alternative manual screening processes based on personal preference. However, we provide alternatives where required by law. If you require a reasonable accommodation under the Americans with Disabilities Act (ADA) or applicable state laws due to a medical condition or disability, you have the right to request an alternative evaluation process. To request an ADA accommodation, please contact [support@fountain.com](mailto:support@fountain.com) before beginning your application. *Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring — learn more about DASH Brands' legitimate recruiting process at* [*](http://careersatdoordash.com/recruitment-scam-awareness)*.*