Building confidence and care into high-stakes customer support

As DoorDash expanded its Trust & Safety operations, customer support teammates needed stronger tools to handle sensitive, high-stakes situations involving harm, trauma, or emergencies. I led the design of a live, facilitator-led training series focused on trauma-informed crisis response, helping support teams show up with clarity, professionalism, and care.

The program blended real-world case studies, roleplay, and the NOVA crisis response model to help teammates confidently identify, escalate, and document crisis-related tickets, while protecting their own boundaries and mental health.

  • Audience: DoorDash Trust & Safety support agents

  • Responsibilities: Instructional Design, ILT Development, and Visual Design

  • Tools Used: Adobe Premier Pro, Adobe Illustrator, Google Slides

  • Time Spent: 3 weeks

Sample Slides

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Project Highlights

  1. Trauma-informed foundation: Anchored the training in proven crisis models and trauma-awareness practices

  2. Scenario-based learning: Used real anonymized support cases and interactive discussions to drive retention and empathy

  3. Cross-functional collaboration: Partnered closely with T&S leadership, legal, and frontline SMEs to align on tone, privacy, and risk

  4. Modular design: Created flexible modules on boundaries, note-taking, privacy, and de-escalation that could be delivered stand-alone or as a full series

  5. Leadership integration: Included manager talking points and reinforcement guidance to support a culture of psychological safety