Customer Support Agent

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.

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.

• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• Strong written empathy and professional communication
• Analytical thinking and sound decision-making
• Proactive resourcefulness and collaboration
• Multitasking and time management in high-volume settings

•       Bachelor’s degree or higher.
•       6 months to 2 years of customer-support experience in International voice and chat processes.

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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.

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.

If you need any accommodations, please inform your recruiting contact upon initial connection.

We use Covey as part of our hiring and/or promotional process for jobs in certain locations.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.