Team Leader, Customer Experience

About the role

DoorDash Mexico is looking for a Team Leader to manage a group of teammates who deliver high‑quality care to consumers, merchants and Dashers. You will own day‑to‑day operations, drive performance against quality and speed metrics, and act as a subject‑matter expert for the Customer Experience centre in Mexico City.

Key responsibilities

• Lead and motivate a team focused on customer success, ensuring KPI targets are met.
• Provide real‑time feedback, host weekly 1‑on‑1s and team meetings, and remain approachable.
• Set individual and team goals, track performance and communicate results to management.
• Coordinate daily workflow, adjust resources to meet service‑level agreements.
• Create, distribute and present performance reports to identify trends and improvement opportunities.

Required profile

• Strong leadership with a natural ability to motivate and develop talent.
• Results‑driven mindset, constantly evaluating impact of team activities.
• Operator who translates analysis into quick actions and solves problems at their root.
• Owner mentality, always seeking ways to improve work output.
• Comfortable making tough decisions that balance quality and quantity.
• Bachelor’s degree or equivalent experience.
• 2+ years of people‑management or team‑lead experience.
• Process‑improvement focus and data‑driven decision making.
• Bilingual in Spanish and English.
• Flexibility to work occasional shifts, holidays and outside standard hours.

Required skills

• Salesforce
• Chartio
• Excel
• Google Sheets