Team Leader, Customer Experience

Overview

Lead a team of Customer Experience teammates at DoorDash's Customer Experience center in Hyderabad, India, managing day-to-day operations and improving quality and speed metrics.

What you'll do

• Lead a team of motivated individuals focused on customer success to deliver on operational KPIs.
• Support your team by being present and approachable, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback.
• Establish and manage your team to individual and team goals and objectives, and communicate performance to management and other stakeholders.
• Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business.
• Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports to identify trends and highlight opportunities for improvement.

What you'll need

• Bachelor's degree or equivalent experience.
• 2+ years or more of people management or team lead experience.
• Experience in pulling data and using data to influence decisions.
• Knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets).
• Bilingual in Hindi and English (B2).
• Flexibility to occasionally work shifts, holidays, and outside of standard schedule.
• A strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
• A mind and talent for process improvement.
• Comfortable making tough decisions that balance the trade-off between quality and quantity.

Nice to have

• Knowledge of Google Sheets.
• Experience in the tech, restaurant, or logistics industries.
• Familiarity with working with large, diverse customer support, operations, and sales organizations.

Details

• Location: Hyderabad, India (Customer Experience center).
• Occasional shifts, holidays, and work outside standard schedule.