Support Specialist, Live Ops

As a Support Specialist, Live Ops at DoorDash, you will monitor intraday metrics, solve fulfillment challenges, and engage with customers, merchants, and Dashers to ensure a seamless experience across our Convenience, Grocery, and Alcohol verticals. You’ll proactively address issues, document new processes, and contribute to pilot initiatives aimed at improving service quality—essentially being the heartbeat of our New Verticals operations.

DoorDash values candidates for the Support Specialist position who have experience in fields such as field operations, logistics, or customer service. Strong analytical skills, particularly in using Google Sheets or Excel for data management, alongside the ability to communicate effectively in both English and Spanish, are essential. A passion for customer service and a commitment to team collaboration will set you apart in this role.

The Support Specialist, Live Ops plays a crucial part in fostering a trusting and supportive team culture at DoorDash. By collaborating cross-functionally and sharing insights and improvements, you help create a work environment where every team member feels valued and empowered to contribute their ideas. This inclusive culture is what drives innovation and success for our new verticals.

A Support Specialist at DoorDash should be comfortable using various internal tools for monitoring and managing operations, as well as proficient in Google Sheets/Excel for data analysis. Familiarity with dashboarding tools to visualize data will also be advantageous, as you’ll need to present findings and operational insights effectively to the team.

While the Support Specialist position at DoorDash offers flexibility, candidates should be prepared to work any day of the week and during various holiday periods. This adaptability ensures that we maintain high service levels across our operations, especially during peak times.

When preparing to answer this question, use the STAR method—Situation, Task, Action, Result. Share a specific scenario where you identified a customer's problem and the steps you took to resolve it, emphasizing your analytical skills and customer service commitment.

Highlight your experience in collaborating with diverse teams. Discuss how open communication and shared goals can enhance project outcomes, and give an example of a successful project that required teamwork across departments.

Discuss your experience with tools like Google Sheets or Excel. Explain how you use these tools to track key metrics, identify trends, and propose actionable improvements. Be prepared with a specific example of how metrics influenced a decision you made.

Explain your organizational skills and the methods you use to prioritize tasks effectively. Mention how you assess urgency and impact to ensure that you’re addressing the most critical issues first.

Discuss your admiration for DoorDash's mission and values, particularly its focus on empowering local economies and commitment to diversity. Make sure to express your excitement about the opportunity to contribute to innovative projects within the New Verticals team.

Here, emphasize your relevant experience in customer service and operational roles. Highlight specific skills that align with their requirements, such as your analytical abilities, teamwork approach, and your passion for ensuring a great customer experience.

Be ready to share a specific situation where you identified an inefficiency in a process, the steps you took to improve it, and the impact it had on team performance or customer satisfaction.

Discuss your experience with data management tools and give examples of reports you’ve created in the past. Emphasize your ability to visualize data effectively and how you use it to inform decision-making.

Talk about your communication skills and the importance of clarity and empathy in your interactions. Provide an example of how good communication led to a positive outcome for a customer or team project.

Speak about the importance of understanding customer needs, being responsive and accountable, and constantly looking for ways to enhance the customer experience. Illustrate your point with a brief example or philosophy on service.