Advanced Specialist, Merchant Sentiment

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, with the ultimate goal of delivering an exceptional customer experience as efficiently and reliably as possible.

The Merchant Sentiment team meticulously optimizes the Managed Merchant interface across all facets of the DoorDash platform. They handle everything from setting up essential account information like bank routing to fine-tuning store hours and menu photos for heightened visibility. Additionally, they actively participate in quarterly business reviews to measure and enhance Managed Merchant revenue, ensuring comprehensive support and improvement.

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 Role

We are searching for a Merchant Sentiment Specialist to work with our highest-value/volume Managed Merchants, solving their most pressing challenges and creating opportunities to improve their overall experience as we continue to scale our last-mile logistics platform.

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.

As a Merchant Sentiment Specialist, you will partner with Account Owners (AO) to ensure overall Merchant success on the DoorDash platform through proactive and reactive contacts. This includes but is not limited to weekly syncs with your AO partners and recurring meetings with the Managed Merchants on your assigned roster. 

You will develop long-term relationships with our highest-value/volume Managed Merchants by providing excellent customer service, relationship management, and strategic problem solutions, such as partnering with AOs on suggesting promotions or expanding delivery radius when stores are underperforming and strategies for overall Managed Merchant health on the platform. 

You will serve as the main point of contact for Managed Merchants in your assigned roster in partnership with their internal DoorDash Account Owners. 

You will be analytical, have prior experience delivering efficient execution and communication, and be eager to solve our Managed Merchant’s most challenging problems. 

This position establishes DoorDash’s Managed Merchant support as a standout competitive differentiator in the industry, delivering a dedicated, high-quality, and meticulously detailed support experience explicitly tailored to our Managed Merchants.

You’re excited about this opportunity because you will…

• Collaborate with Account Owners weekly and troubleshoot support issues for Managed 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 Managed Merchants experiencing real-time—non-live order-related—issues ranging from account log-in support to changes of ownership and more.
• Build relationships with high revenue/volume Managed 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
• Promote retention and overall Managed Merchant success through service and proactive outreach via phone, email, or Zoom calls.
• Pilot different experiences from time to time to learn how we can invest in our highest value Managed Merchants
• Action on machine learning identified triggers accordingly
• Prioritize and escalate issues in partnership with internal teams
• Develop expertise in how DoorDash's systems and resources work and how to use them to promote positive outcomes for our Managed Merchants
• Play a key role in improving Managed 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.
• 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/ExcelExperience 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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