Customer Experience Specialist
Job Description
Streamline remote customer inquiries and resolve issues per policy to improve satisfaction
Join Our Team as a Customer Experience Specialist
Embrace the flexibility of working remotely from anywhere in the USA. Be part of a team dedicated to empowering local economies and supporting our customers as we expand into new verticals. This role is your chance to contribute to a newly launched product during its pilot phase, playing a crucial part in delivering a high-quality, reliable customer experience.
About the Role
We're seeking a hands-on, detail-oriented Customer Experience Specialist. This structured, execution-focused role is perfect for someone who is organized, responsive, and enjoys problem-solving. If you're a strong performer who can move quickly to get things done and are excited about bringing DoorDash to the world, we want to hear from you!
What You'll Do
- Respond to inbound customer inquiries via email and SMS
- Evaluate refund eligibility based on defined policies
- Validate order details and required data fields before processing
- Prepare and submit structured approval requests
- Track resolution status and ensure accurate case closure
- Complete required forms, documentation, and daily reporting
- Escalate high-risk edge cases or policy-exception requests when appropriate
- Communicate clearly and professionally with customers throughout the resolution process
- Identify recurring issues and flag trends to the pod lead
Requirements
- Prior customer support or similar relevant experience
- Strong written communication skills
- High attention to detail and comfort working within policy-driven frameworks
- Ability to follow structured SLA processes accurately and meet turnaround expectations
- Sound judgment in determining when to escalate
- Proficiency with Google Suite and email
- Available to work evening and weekend shifts
Preferences
- Bachelor's degree or higher, or currently pursuing one
- 1 year of experience in sales, consulting, strategy, business development, operations, technology, banking, analytics, early-stage startups, or related experience
- Experience working with external partners
- Ability to thrive in a fast-paced, evolving environment
Ready to make a difference? Apply now and join us in shaping the future of customer experience!
Respond to inbound customer inquiries via email and SMS, Evaluate refund eligibility based on defined policies, Validate order details and required data fields before processing, Track resolution status and ensure accurate case closure, Escalate high-risk edge cases or policy-exception requests when appropriate
