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About the Role
The Team Lead, Customer Support leads our APAC support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.
Responsibilities
- Act as a Player-Coach, directly supporting customers and ensuring the support team has the knowledge and resources to resolve issues.
- Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment.
- Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.
- Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.
- Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.
Requirements
- 3+ years of Technical Customer Support Experience.
- Experience with SaaS is a plus.
- Ability to inspire, coach, and develop a high-performing remote team.
- Commitment to delivering an outstanding customer experience.
- Clear and confident communication skills, both written and verbal.
- Strong problem-solving skills to handle complex and escalated issues.
- Comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards.
Work Type
- Full-Time
Experience Level
- 3+ years
About the Company
- At DoorDash, our mission is to empower local economies. We are a technology and logistics company that started by enabling door-to-door delivery and are expanding to provide any and all goods.
- DoorDash is growing rapidly and changing constantly, offering opportunities to share unique perspectives, solve new challenges, and own careers.
- We are committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.
Equal Opportunity
- We’re committed to growing and empowering a more inclusive community within our company, industry, and cities.
- 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.
- Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash.