Advanced Specialist, NV Merchant Sentiment at DoorDash

DoorDash is revolutionizing food delivery and local commerce. Join our mission to grow and connect communities!

Key Responsibilities

• 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
• Troubleshoot and resolve catalog and inventory issues within our internal bulk tools and Google Sheets.
• 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

Required Qualifications

• 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
• Proficient with Salesforce (or other CRM software), and have the ability to view and interpret dashboards/data.
• Proficient with G Suite - including GSheets/Excel
• Experience in a metric-driven support environment
• You excel at building cross-functional relationships and determining prioritization.
• High School Diploma or GED required.

Key Skills

• Analytical skills
• Efficient execution and communication
• Proficient with Salesforce (or other CRM software)
• Ability to view and interpret dashboards/data
• Proficient with G Suite - including GSheets/Excel
• Experience with SQL/Mode (preferred)
• Building cross-functional relationships
• Determining prioritization
• Creative problem-solving

Preferred Qualifications

• Experience with SQL/Mode is a plus
• Bachelor’s Degree preferred.
• You're creative and love identifying areas where we can improve the end-user experience.

Job Summary

About our Organization

Our Merchant Experience Ops team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless experience to merchants on our platform. The New Verticals team sits within the Merchant Experience Organization and is one of DoorDash’s new exciting initiatives. As DoorDash grows to be a market leader in on-demand restaurant delivery, the opportunity is clear for new horizons and new products to expand our scope in the Retail space. 

About the Team

Our New Verticals Merchant Sentiment team 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 cent...

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