About the team
The Trust and Safety team improves the quality of Door Dash operations through adjudication of background checks and insurance claims, investigation of safety incidents, and implementation of quality measures for users.
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's work 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.About the role...
The Trust and Safety 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 Trust and Safety Supervisor, the Trust and Safety Representative is someone that has high-bandwidth and is proficient in the following areas:Investigations, scheduling calls, conducting follow ups, and summarizing findingsSupporting customers over phone and email, while referencing internal policies to reach desired outcomesNavigating the different channels of an investigation while keeping partners updatedIdentifying trends and root-causesPerforming analysis to make informed decisionsHandling information and investigations of sensitive nature with an empathetic approachProject managementYou're excited about this opportunity because you will...Manage incoming reports from customers and dashers to provide a high-quality and empathetic responseInvestigate and evaluate complex cases to understand areas where Door Dash can improveDevelop expertise in how Door Dash's processes and resources work, and how to use them to promote positive outcomesDemonstrate relationship-building with peers and company leadersWork with the Strategy & Operations and Product teams to problem solve and build solutions that address quality issues upstreamImprove our operational processes so we can support all portions of our businessYou have.
..3+ years of work experience in high demand environmentData competency, including the ability to answer inquiries from internal partnersProficiency in identifying trends and product/operational countermeasuresProficiency in operating autonomously while working with internal partnersAn eye for product improvements, and the ability to partner with product and engineering to get them into the roadmap, and analyze their impactTop-notch grammar, spelling, and the ability to compose communications both formally and casually using Door Dash's brand voice and toneExperience with adjudications, case work and government documentsOptimism in the face of challenges and negative situationsBachelor's degree or equivalent amount of work experienceChartio and SQL experience is beneficialWe're Excited About You Because...You are motivated and have a passion to take on more than your daily responsibilitiesYou are unafraid of change and taking on new workflows and responsibilities as our team evolvesYou are responsible -- you can track your progress towards goals, and will ask for help or communicate upwards if you run into any problemsYou are curious -- you love investigating and can get to the lowest level of detail when solving a problemYou are customer-centric and you love helping peopleNotice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC.




As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications.
We began using Covey Scout for Inbound from August 21, ****, through December 21, ****, and resumed using Covey Scout for Inbound again on June 29, ****.
The Covey tool has been reviewed by an independent auditor.
Results of the audit may be viewed here: Covey
About Door Dash
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 careers.
We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.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.
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:

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