Job Overview
Location
Arizona, USA
Job Type
Full-time
Category
Customer Support
Date Posted
February 24, 2026
Full Job Description
đź“‹ Description
- • As a Specialist on the Drive Escalated Support team at Covey Technologies, Inc., you will be at the forefront of ensuring our merchant partners experience best-in-class live support. Your primary mission will be to make DoorDash the preferred delivery platform for a diverse range of merchants, from local businesses to enterprise-level partners and emerging sectors like Pharmacy. This role is critical in providing immediate, effective, and empathetic assistance to our merchants across the United States, Canada, and Australia, handling their most complex and urgent issues through live channels such as phone and email.
- • You will serve as a vital brand ambassador, embodying DoorDash's commitment to merchant success. Your ability to deliver lasting resolutions, provide reassurance during challenging situations, and foster long-term merchant satisfaction will be paramount. This involves a deep dive into understanding the intricacies of DoorDash's merchant support processes, systems, and resources, developing a subject-matter-level expertise that allows you to effectively triage, diagnose, and resolve a wide array of issue types.
- • A key aspect of your role will be to investigate and resolve escalated cases, leveraging your problem-solving skills to find definitive answers for merchants who rely on DoorDash for their delivery needs. This requires a proactive approach to understanding the merchant journey and identifying opportunities for improvement within our operational processes. You will collaborate closely with Account Owners and sales stakeholders, acting as a trusted advisor to address process, functionality, and workflow-related inquiries, thereby building confidence in the Merchant Support function across cross-functional teams.
- • To excel in this role, you will utilize data queries, existing workflow documentation, and your knowledge of internal systems to devise innovative, out-of-the-box solutions for novel issues. You will also work in tandem with the Merchant Experience team to pinpoint weaknesses, gaps, and bottlenecks in our operational processes, contributing directly to the refinement and optimization of our services. Your efforts will directly impact the merchant experience, ensuring they feel supported and valued.
- • Beyond resolving immediate issues, you will contribute significantly to fostering a culture of ownership, excellence, and continuous feedback within the team. This culture is essential for maintaining a best-in-class service standard and driving ongoing improvements. You will be empowered to take ownership of complex problems, seeing them through to resolution and learning from each interaction to enhance future support strategies.
- • The role demands a high degree of adaptability and a proactive mindset. You will be expected to absorb new information quickly and execute at a high level, even in dynamic and fast-paced situations. Your ability to manage challenging customer interactions, employing de-escalation tactics and call management techniques, will be crucial in transforming potentially negative experiences into positive outcomes, turning upset customers into vocal brand promoters.
- • You will also play a role in data analysis, gathering and analyzing information to uncover insights that drive informed decision-making. This data-driven approach will help identify trends, predict potential issues, and inform strategic improvements to our support operations and platform offerings. Your proficiency in tools like Google Sheets and potentially SQL will be instrumental in this aspect of the role.
- • This position requires an in-office presence at the DoorDash corporate office in Tempe, AZ, with an expectation to live within a commutable distance of 50 miles. The specific in-office days will be determined by business needs and may evolve. Additionally, the role requires flexibility in scheduling, which may include evenings, weekends, and holidays, adjusted periodically to meet business demands. This collaborative, in-office environment is designed to foster meaningful connections and professional growth.
- • Ultimately, you will be instrumental in enhancing the overall merchant experience on the DoorDash platform. By providing exceptional support during critical moments, you will help merchants navigate challenges, achieve their business goals, and strengthen their partnership with DoorDash. This role offers a unique opportunity to make a tangible impact on the success of our merchant partners and contribute to DoorDash's mission of empowering local economies.
🎯 Requirements
- • Bachelor's degree or equivalent relevant work experience (4+ years), OR Associate's degree + 2 years of relevant work experience.
- • Minimum of 3 years of operations or customer service experience, demonstrating effective ownership and de-escalation skills.
- • Proficiency in using Google Suite (especially Google Sheets) and Salesforce, with a strong understanding of data creation, management, and analytics.
- • Experience with SQL or similar query languages for searching internal databases.
- • Demonstrated ability to adapt and thrive in a constantly evolving, fast-paced environment, with a passion for helping people and a customer-obsessed approach.
🏖️ Benefits
- • Premium healthcare coverage.
- • Wellness expense reimbursement.
- • Paid parental leave.
- • Opportunity for professional growth and development in a dynamic environment.
Skills & Technologies
Go
Remote
Degree Required
About Covey Technologies, Inc.
Covey is a platform designed to streamline and enhance the delivery and field service operations for businesses. It offers a comprehensive suite of tools that integrate dispatching, routing, proof of delivery, and customer communication into a single, user-friendly interface. The platform aims to improve efficiency, reduce operational costs, and boost customer satisfaction by providing real-time visibility and control over mobile workforces. Covey caters to a variety of industries, including logistics, food delivery, and home services, enabling companies to manage their field operations more effectively and scale their services with confidence. Its features support automated assignments, route optimization, and performance analytics.
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