ACE 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 is responsible for solving complex problems for DoorDash Customers, Merchants, 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 think critically and resolve issues when workflows do not exist. The team is responsible for providing a timely resolution to delight the customer, learning additional tools, and partnering with the Close the Loop (CTL) Team 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 individual customers they are supporting.

We are a 24-hour/365-day operation. Due to this need, employees must have the flexibility to work varying schedules. An employee will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business. Schedule options will be made available upon completion of training.

About the Role

We are looking for an ACE Specialist to join our team. The ACE Specialist serves as the second point of contact for escalations submitted by our Executive team and other internal partners. In this role, you will be responsible for thoroughly investigating each escalation, routing it to the appropriate team when needed, and ensuring accurate defect tagging to support trend reporting while meeting our TTR goals.

The ACE Specialist plays a critical role in supporting our Executive team, customers, Dashers, and cross-functional partners by taking ownership of each escalation from investigation through resolution, ensuring timely, accurate, and high-quality outcomes.

You're excited about this opportunity because you will…

• Investigate and resolve complex customer and Dasher issues, identifying the root cause of escalations submitted by the Executive team.
• Own and manage Close the Loop (CTL) deep-dives for executive-level Tony escalations, performing root-cause analysis on complex issues, coordinating cross-functional resolution, and ensuring timely, customer-centric outcomes.
• Partner and collaborate with cross-functional teams to address high-impact customer pain points and drive timely resolutions.
• Effectively prioritize and escalate issues while coordinating with stakeholders across multiple teams.
• Develop and maintain expertise in DoorDash's products, processes, tools, and resources to support accurate investigations.
• Identify and report escalation trends through consistent and accurate issue classification and defect tagging.
• Thrive in a fast-paced environment with evolving priorities, processes, and business needs.
• You will use and learn how to integrate AI tool usage into your day-to-day tasks.
• Take immediate ownership of P0 requests, ensuring urgent issues are addressed with speed and accuracy.

We're excited about you because…

• 1-2+ years of internal customer service experience
• High School Diploma or GED (College degree or equivalent experience preferred)
• Experience with Salesforce, JIRA, Slack, and Google Suite.
• You have experience communicating with executive leadership via email
• You have experience in an account management or customer service role--you love helping people
• You know how to support high-profile customers
• You're creative
• You love thinking about new opportunities or process improvement
• You are a mentor to others by answering questions and sharing knowledge
• You enjoy asking the appropriate questions to get to the cause and provide an appropriate response