[Remote] Senior Support Supervisor
Note: The job is a remote job and is open to candidates in USA. DoorDash is a technology and logistics company focused on empowering local economies. They are seeking a Senior Support Supervisor to lead a team of Technical Support Specialists, ensuring operational performance and support quality for their Online Ordering product, while also identifying and implementing improvements in workflows and support tooling.
Responsibilities
ā¢ Lead a team of Support Specialists and own service level performance, resolution quality, and overall operational outcomes
ā¢ Handle high impact merchant escalations, including difficult phone calls and written communication with senior or frustrated stakeholders
ā¢ Improve workflows, tooling configuration, automation, and artificial intelligence functionality within our ticketing platform
ā¢ Identify systemic operational gaps, define improvement plans, and implement structured process changes
ā¢ Use support data and cross functional collaboration with Product, Engineering, and Operations to resolve recurring issues and improve merchant experience
Skills
ā¢ 3 to 6 years of experience in Customer Support or Operations within a software or online platform environment
ā¢ At least 3 years of direct people management experience leading frontline teams
ā¢ Owned operational performance metrics such as service level compliance, resolution time, escalation rates, and quality standards
ā¢ Led implementation of operational improvements, including workflow redesign, tooling updates, or process standardization initiatives
ā¢ Hands-on experience using and improving ticketing systems such as Intercom, or comparable platforms, including routing logic, automation, or artificial intelligence features
ā¢ Handled complex merchant or customer escalations and driven cross functional resolution involving Product, Engineering, or Operations
Benefits
ā¢ 401(k) plan with employer matching
ā¢ 16 weeks of paid parental leave
ā¢ Wellness benefits
ā¢ Commuter benefits match
ā¢ Paid time off
ā¢ Paid sick leave
ā¢ Medical, dental, and vision benefits
ā¢ 11 paid holidays
ā¢ Disability and basic life insurance
ā¢ Family-forming assistance
ā¢ Mental health program
Company Overview
ā¢ DoorDash is a food delivery platform that connects customers with local and national businesses. It is a sub-organization of DoorDash. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is http://www.doordash.com.
Company H1B Sponsorship
ā¢ DoorDash has a track record of offering H1B sponsorships, with 530 in 2025, 510 in 2024, 413 in 2023, 612 in 2022, 439 in 2021, 126 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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Responsibilities
ā¢ Lead a team of Support Specialists and own service level performance, resolution quality, and overall operational outcomes
ā¢ Handle high impact merchant escalations, including difficult phone calls and written communication with senior or frustrated stakeholders
ā¢ Improve workflows, tooling configuration, automation, and artificial intelligence functionality within our ticketing platform
ā¢ Identify systemic operational gaps, define improvement plans, and implement structured process changes
ā¢ Use support data and cross functional collaboration with Product, Engineering, and Operations to resolve recurring issues and improve merchant experience
Skills
ā¢ 3 to 6 years of experience in Customer Support or Operations within a software or online platform environment
ā¢ At least 3 years of direct people management experience leading frontline teams
ā¢ Owned operational performance metrics such as service level compliance, resolution time, escalation rates, and quality standards
ā¢ Led implementation of operational improvements, including workflow redesign, tooling updates, or process standardization initiatives
ā¢ Hands-on experience using and improving ticketing systems such as Intercom, or comparable platforms, including routing logic, automation, or artificial intelligence features
ā¢ Handled complex merchant or customer escalations and driven cross functional resolution involving Product, Engineering, or Operations
Benefits
ā¢ 401(k) plan with employer matching
ā¢ 16 weeks of paid parental leave
ā¢ Wellness benefits
ā¢ Commuter benefits match
ā¢ Paid time off
ā¢ Paid sick leave
ā¢ Medical, dental, and vision benefits
ā¢ 11 paid holidays
ā¢ Disability and basic life insurance
ā¢ Family-forming assistance
ā¢ Mental health program
Company Overview
ā¢ DoorDash is a food delivery platform that connects customers with local and national businesses. It is a sub-organization of DoorDash. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is http://www.doordash.com.
Company H1B Sponsorship
ā¢ DoorDash has a track record of offering H1B sponsorships, with 530 in 2025, 510 in 2024, 413 in 2023, 612 in 2022, 439 in 2021, 126 in 2020. Please note that this does not guarantee sponsorship for this specific role.
Apply tot his job
Apply To this Job