Advanced Specialist, Drive Merchant SME

This role will have metrics and goals aligned with our performance bonus programs (WeReward and WePerform). Metrics will include but are not limited to: Quality Assurance (QA), Average Handle Time (AHT), Cases Per Week (CPW), Did We Resolve (DWR), Schedule Adherence (ADH), and Time To Resolve (TTR)

Drive experience requirement: To respond to the complexity of operations on Drive, this role requires at least 90 days of experience working on a Drive LOB or extensive training in Drive Merchant support. External applicants will require experience supporting Merchants with account management tasks such as catering orders and cash on demand protocol.  

Tooling: In this role, you will use tools such as Assembled, OAI, Omni, Amazon Connect, THQ, SFDC, Bulk Upload Tool, Mode, Mint, Confluence, Jira, IronClad, SIGMA, Drive Merchant Payment Adjustment Tool (DMPAT), and more.

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business.

About the Team 

Customer Experience and Integrity, one of DoorDash's central operations teams, ensures that when things go wrong in the last mile, there's always someone there to help. Our team creates and administers DoorDash's massive and expanding global network of support centers to provide the greatest customer experiences possible, aiming to deliver an exceptional customer experience as efficiently and reliably as possible.

Drive Merchant SMEs focus on providing escalated support for Drive Merchants. In partnership with Drive S&O, you will serve as the main point of contact for a set of Drive Merchants regarding their support needs.

About the Role

 In this role, you will handle things like Drive Merchant Portal login issues, password resets, and adding users and stores for Drive Merchant. You'll update banking information, generate reports, and Drive invoicing while overseeing withholding onboardings and investigations. Responsibilities will also include maintaining account settings, facilitating ownership changes, onboarding merchants, implementing menu updates, and processing POS integration requests. You’ll handle escalated refund requests, conduct ad hoc order investigations, and help manage marketing contracts, including approval follow-ups. Additionally, you'll track and manage Eng/Integration Jira tickets, create and track credit memos for marketing, manage store address locking, flag DRIVE API issues, and conduct post-meeting follow-ups by compiling tailored documentation for merchants.

In addition, you will work with Drive S&O on special projects like improving and documenting processes, deep-diving support trends or launching new businesses (i.e., cash on delivery).

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business.

You’re excited about this opportunity because you will…

• Think creatively and outside conventional boundaries. If you have a successful track record of demonstrated problem-solving skills and innovative approaches in your work this is the role for you.
• Apply strong verbal and written communication capabilities, with a focus on building trust with external partners.
• Work extensively with teams outside of Support operations and enjoy strong cross functional collaborations.
  • Collaborate with Drive Strategy and Operations leaders weekly and troubleshoot support issues for Drive Merchants in your respective roster, including but not limited to payment issues, portal issues, menu updates, and other advanced support issues.
• Take inbound contacts from Drive Merchants experiencing real-time—non-live order-related—issues ranging from account log-in support to changes of ownership and more.
• Build relationships with Merchant partners by being the primary contact and expert for their support operations. Including participation in quarterly business reviews and other regularly occurring meetings to align on overall Merchant health
• Document processes and identify process improvements
• Develop expertise in how DoorDash's systems and resources work and how to use them to promote positive outcomes for drive partners and merchants
• Play a key role in improving the Drive Merchant experience 

We’re excited about you because…

• You have  3+ years of experience in a high-volume support center, customer support, or other high-volume support-related field.
• Have experience working with Strategy and Operations partners on projects
• Have experience working on DoorDash Drive preferred Experience providing advisory and partnership-level support through both proactive and reactive interactions with end users
• You are proficient with Salesforce (or other CRM software), and have the ability to view and interpret dashboards/data.
• Proficient with G Suite/Excel
• Experience with SQL/Mode is a plus
• Experience in a metric-driven support environment
• You excel at building cross-functional relationships and determining prioritization.
• You're creative and love identifying areas where we can improve the end-user experience.
• High School Diploma or GED required. Bachelor’s Degree preferred.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

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