Community Response Representative — Mexico City, Mexico (Hybrid)
Make a Real Impact When It Matters Most
At DoorDash, we are looking for calm, empathetic, and solution-oriented individuals to join our Community Response Team in Mexico City. As a Community Response Representative, you will be the first point of contact for Merchants, Dashers, and Customers during urgent or sensitive moments. Your role will be to provide trauma-informed, high-quality support and help resolve complex situations with care and professionalism.
About the Role
You will be responsible for managing high-impact cases and difficult conversations with emotional intelligence and composure. You’ll collaborate with internal teams to resolve issues and ensure every user receives thoughtful, policy-aligned support.
Key Responsibilities
- Deliver prompt, empathetic support to users during sensitive or urgent situations
- Handle difficult or emotionally charged phone calls with care and professionalism
- Use critical thinking and judgment to assess and resolve complex cases
- Maintain clear, accurate documentation in internal systems
- Escalate and follow up on high-priority incidents in collaboration with cross-functional teams
Requirements
- Minimum of 3 years of experience in customer support, trust and safety, crisis response, or a similar high-stakes environment
- Proven experience handling emotionally difficult or high-pressure calls
- Fluent English is required, both spoken and written
- At least one of your last three jobs must show a minimum of 6 months of stable employment
- High emotional intelligence and strong communication skills
- Comfortable applying policies while adapting to nuanced user needs
- Full availability required — this role operates on rotating shifts, which change every 6 months based on performance
Work Model and Training
This is a hybrid position based in Mexico City
Training is fully onsite for the first month and is mandatory
After training, the schedule includes both in-office and remote work, depending on business needs
Why Join Us
Join a compassionate, high-performing team that supports people during their most critical moments. You’ll gain valuable experience in crisis response and contribute meaningfully to the DoorDash community.
Apply now to be part of a team that leads with empathy and acts with integrity.
Job Type: Full-time
Pay: From $17,000.00 per month
Experience:
- related: 1 year (Preferred)
Language:
- English and Spanish (Preferred)
Work Location: In person
📌 Community Response Representative
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