Team Leader, Customer Experience

About the role

DoorDash is looking for a Team Leader to manage a group of teammates delivering top‑quality support to consumers, merchants and Dashers. Based in Hyderabad, you will drive operational performance while fostering a culture of ownership and continuous improvement.

Key responsibilities

• Lead, coach and develop a team of customer experience agents, conducting regular 1‑on‑1s and team meetings.
• Set and monitor individual and team KPIs, adjusting workflow and resources to meet service level agreements.
• Act as a Subject Matter Expert, producing performance reports, identifying trends and recommending improvements.
• Collaborate with cross‑functional stakeholders to communicate results and drive process enhancements.
• Maintain flexibility to work occasional shifts, holidays and non‑standard hours.

Required profile

• Bachelor’s degree or equivalent experience.
• 2+ years of people‑management or team‑lead experience.
• Strong analytical mindset with a focus on measurable impact.
• Ability to make tough decisions balancing quality and quantity.
• Bilingual in Hindi and English.

Required skills

• Salesforce
• Chartio
• Excel / Google Sheets
• Data analysis and reporting