Advanced Customer Escalations Specialist

About the Team

The Advanced Customer Escalations (ACE) Team supports DoorDash Customers within the Support Operations portfolio and reports to the Supervisor of Operations. The team solves complex problems for DoorDash Customers, and Dashers who have directly reached out to the M-Team and working to surprise and delight when we get things wrong. We partner cross-functionally to ensure that we are resolving the issue and providing guidance on how to prevent the issue from occurring in the future. The team supports all customer concerns by going beyond standard processes and being empowered to resolve issues when workflows do not exist. The team provides a resolution to delight the customer, learning additional tools, and partnering with various partners to suggest process improvements to minimize negative experiences for DoorDash's customer base. The success or failure of this team has an impact directly on the individ