Experienced Full Stack Customer Service Manager – Voice Experience and Quality Assurance for DoorDash's Global Vendor Network
About the Opportunity
Are you a seasoned customer service professional with a passion for driving quality and excellence in a fast-paced, dynamic environment? Do you thrive in a collaborative setting, working closely with cross-functional teams to deliver exceptional results? If so, we invite you to join our Voice Experience team at DoorDash as a Full Stack Customer Service Manager, where you'll play a critical role in shaping the future of our global vendor network.About DoorDash
At DoorDash, our mission is to empower local economies by connecting consumers with their favorite restaurants and stores. We're a technology and operations company that's grown rapidly, and we're looking for talented individuals who can help us scale our business while maintaining our commitment to quality and customer satisfaction. As a Full Stack Customer Service Manager, you'll be part of a team that's dedicated to delivering exceptional experiences for our vendors, customers, and Dashers.About the Role
As a Full Stack Customer Service Manager, you'll be responsible for leading a team of customer service representatives who handle vendor inquiries, resolve issues, and provide exceptional support to our global vendor network. You'll work closely with cross-functional teams, including Product, Engineering, and Operations, to identify areas for improvement and implement process changes that drive quality and efficiency. Your primary focus will be on delivering exceptional results, driving vendor satisfaction, and ensuring that our vendor network operates at peak performance.Key Responsibilities:
- Lead a team of customer service representatives who handle vendor inquiries, resolve issues, and provide exceptional support to our global vendor network.
- Develop and implement process changes that drive quality and efficiency, working closely with cross-functional teams to identify areas for improvement.
- Collaborate with vendors to understand their needs and preferences, and develop solutions that meet their expectations.
- Monitor and analyze key performance indicators (KPIs) to measure team performance and identify areas for improvement.
- Develop and implement training programs to ensure that customer service representatives have the skills and knowledge needed to deliver exceptional results.
- Work closely with the Voice Experience team to develop and implement strategies that drive vendor satisfaction and loyalty.
Qualifications and Requirements:
To be successful in this role, you'll need:- A bachelor's degree in a related field, such as business, communications, or customer service.
- At least 5 years of experience in customer service, with a focus on vendor management and quality assurance.
- Proven track record of delivering exceptional results in a fast-paced, dynamic environment.
- Strong leadership and communication skills, with the ability to motivate and inspire a team of customer service representatives.
- Ability to analyze complex data and develop insights that inform business decisions.
- Experience working with cross-functional teams to drive process changes and improve efficiency.
- Strong problem-solving skills, with the ability to think creatively and develop innovative solutions.
- Ability to work in a remote environment, with minimal supervision.
Preferred Qualifications:
While not required, the following qualifications are preferred:- Experience working in the food delivery or logistics industry.
- Knowledge of customer relationship management (CRM) software and other tools used in customer service.
- Experience with data analysis and reporting, including the use of tools like SQL and Excel.
- Ability to speak multiple languages, with a focus on languages spoken in the regions where we operate.
What We Offer:
As a Full Stack Customer Service Manager at DoorDash, you'll enjoy a comprehensive benefits package, including:- Competitive salary and bonus structure.
- Comprehensive health insurance, including medical, dental, and vision coverage.
- 401(k) plan with company match.
- Paid parental leave and other family-friendly benefits.
- Opportunities for professional growth and development, including training and education programs.
- A dynamic and supportive work environment, with a focus on collaboration and teamwork.