Customer service or support departments typically include an escalation team, which has employees with more expertise and/or resources to handle more challenging support issues.
Being a large company with many customers, merchants, contractors, and employees, DoorDash certainly needs not only a customer service department, but an expert escalation team, as well.
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What Is the DoorDash Escalation Team?
How Do I Contact the DoorDash Escalation Team?
There are a few ways to contact the DoorDash Escalation Team. In general, it seems that you reach them initially through DoorDash Support. You can reach DoorDash Support for drivers by calling 855-431-0459.
Another way to reach them is by chat on DoorDash’s Support page for drivers, which you can find here.
You can also contact the DoorDash Escalation Team via direct message on Twitter, @doordash_help.
How Long Does It Take to Get a Response from the DoorDash Escalation Team?
It’s been reported that an email response from the DoorDash Escalation Team can take about 22 hours. This may vary, however, depending on the number of cases they are dealing with, your specific issue, and their current level of staffing.
What Kind of Issues Does the DoorDash Escalation Team Handle?
The DoorDash Escalation Team has been known to handle a variety of issues, from IT to complex DoorDash delivery questions. A job description posted for DoorDash Escalation team members has an extensive description, describing them as a “jack of all trades.”
The description goes on to explain that the Escalation Team Specialists may provide a combination of “process enactment,” judgement calls, and “cross-functional communication.” They may be called upon to solve any problem that is passed up to them from the “front-line” support team.
These problems can include something being wrong with an order, problems with the DoorDash app, problems with a DoorDash Driver becoming fully activated, and most anything else that the front-line support team is unable to fully resolve on their own.
The Escalation Team Specialists also follow-up on various issues, including items that are known to have not been completed yet, as well as items for which follow-up can be anticipated.
Additionally, these team members are asked to analyze the performance of the operation support team via metrics and behavioral trends, note any trends or problems that should be attended to, as well as suggest any possible improvements to processes.
Escalation Team members are required to do all of the above while “being as delightful as humanly possible,” and demonstrating leadership, tech savvy, empathy, and excellent communication.
The job description also specifies that the Escalation Team handles issues for DoorDash drivers, in addition to issues from DoorDash customers and merchants.
- Doordash Earning Statement: Use the dasher app to see your earnings history.
- Doordash Passenger Policies: Doordash is quite liberal when it comes to passengers.
What Do I Do If the Escalation Team Doesn’t Help Me?
Unfortunately, there are a lot of complaints online in various forums describing customers’ and DoorDash drivers’ frustrations with the DoorDash Escalation Team and what they feel is a lack of support.
If you feel like you are experiencing a lack of help from the DoorDash Escalation team, the best advice would be to be patient, but also persistent.
DoorDash is a large and rapidly growing company. Growing so quickly, it has a lot of new customers, new contractors (drivers), and even new merchants. That is a lot of people with a lot of questions.
All of the additional business also puts additional strain on their technology platforms, which could cause technical problems, too.
This all adds up to a lot of work for a limited number of support and Escalation Team members. Remember, they are people, too, and it never hurts to be polite and respectful. Keep following up and they’ll help you as soon as possible.
What the DoorDash Escalation Team Is
The specialized team within DoorDash Support that handles more challenging issues is called the DoorDash Escalation Team. The DoorDash Escalation Team is made up of employees who generally have more experience, greater expertise, and access to more resources so that they can solve the more complex issues that arise.
7 thoughts on “DoorDash Escalation Team”
It seems like corporate needs to stop lining the pockets of those above them and instead pay employees better and hire additional agents to handle the negative issues instead of overwhelming the current employees paid less than livable wages
Repetitive wasnt helpful
I am transferred but no one will ever answer the phone. The call is transferred back to door dash support!! I need help concerning my pay!!
The escalations team has been putting me off for days all i want to do is log on to work.
Horrible did not receive pay scent proof had named addresses exact times and pictures called a liar. Finally get somebody to actually look into it he finds it sends me a reference number send it to the escalation team it’s been 3 days I call back and Dasher support tells me again that I’m a liar ridiculous
I had my account hacked into on August 30th $80 was taken from my account through somebody’s Apple pay and they used it at a Shell gas station transaction was $80 they had taken over my account I couldn’t even get into it they had changed the passwords everything so it’s October 5th and I have had no resolution I haven’t been reimbursed even though I read that as a one-time courtesy if the situation were to ever happen that they would reimburse your money guaranteed the one time I’m wondering why I haven’t had that common courtesy extended to me.
Wednesday I had trouble downloading the app for two hours. 5000 dashes plus has taught me to download the app fresh every day. Eventually it loaded but when I tried to sign in it says I have been “deactivated.” I called support who told me my file says I am Active. No email has been sent or received saying I have been deactivated. She will escalate it. 8 hours later I get an email from escalation wanting me to prove who I am by providing DOB, last four of drivers license, bank name etc. Did that. 6 hours later I get the standardized automated email asking if DD had solved my problem!
I called support again, this person leaves me on hold for half an hour and then tells me the problem is with my “consumer” account. I ask what that is and she says it is the account I use to order food from DD. I tell her, I work for DD I can not afford to buy from them and I do NOT have a consumer account. She says she will escalate it.
In the past two days I have received no less than 4 emails asking me to prove who I am. The DOB email…. but nothing else.
Now Saturday, despite 3 different people telling me my account is Active, I have been locked out for 4 earning days.
If you or anyone else can help me solve this I would be most grateful.