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Job description
About the Team
We are a highly collaborative support network dedicated to unblocking issues, empowering our teammates, and ensuring seamless operations. Our team acts as the critical bridge between Tier 1 (T1) agents, local advocates, and our customers. We thrive on problem-solving, sharing knowledge, and continuously improving our processes to deliver top-tier service on a global scale.
About the Role
As a Global Advocate, you will play a critical support role by assisting local advocates and T1 agents in overcoming blockers and resolving complex tasks. This position frequently addresses issues caused by permission restrictions or limited system access faced by your teammates. You will ensure smooth case progression by acting as a key escalation point and knowledge resource. Additionally, you will provide direct assistance to customers via web and phone, keeping our processes and service standards up to date.
To ensure success in this role, your performance will be guided by the following Key Competencies and Metrics:
- Did We Resolve (DWR): Aiming to resolve issues during the initial support interaction and focusing on final resolution/closure rather than just temporary workarounds.
- Average Handle Time (AHT) & Average Speed of Answer (ASA): Supporting efficient case handling while maintaining quality, and ensuring timely responses to teammate escalations.
- Quality & Accuracy (Q&A): Delivering consistent, policy-aligned assistance with minimal errors.
You're excited about this opportunity because you will...
- Assist local and Tier 1 agents in completing complex tasks that require additional access or deeper process knowledge.
- Provide real-time, hands-on support for escalations caused by system permission limitations or non-standard workflows.
- Act as a vital bridge between different teams to ensure seamless and efficient case resolution.
- Document common blockers and proactively propose solutions to improve overall team efficiency.
- Share best practices, mentor peers, and contribute to ongoing training efforts.
- Maintain a high standard of service quality, taking full ownership and following through on every issue.
We're excited about you because...
- You bring prior experience in a customer support, operations, or advocacy role (T1 or T2 experience is highly preferred).
- You possess strong attention to detail and sharp critical thinking skills to identify root causes.
- You have excellent written communication and documentation skills to keep teams aligned.
- You are comfortable working across multiple systems and navigating complex permission workflows without getting easily frustrated.
- You naturally operate with deep empathy, a strong sense of accountability, and a collaborative mindset.
Nice to have
- Familiarity with support KPIs and navigating internal support dashboards.
- Experience supporting global or remote cross-functional teams.
- Technical knowledge or previous experience working with backend tools and systems.
About DoorDash
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why 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.
We use Covey as part of our hiring and/or promotional process for jobs in certain locations.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144
To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.
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