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 (QA): Delivering consistent, policy-aligned assistance with minimal errors.

Youre excited about this chance 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.

Were 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.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Global Advocate (Hyderabad)
🏢 Doordash
📍 Hyderabad