Advanced Specialist, NV Merchant Sentiment

at DoorDash

Location

Tempe, AZ

Type

full time

Posted

8 months ago

Remote

Yes

Market range · company + function + seniority

$92k—$126k—$145k

p25 · target · p75 · n=46

Posting health

Aging · 57

·Open 268 days
·No comp range

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Job description

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 centers to provide the greatest customer experiences possible, with the ultimate goal of delivering an exceptional customer experience as efficiently and reliably as possible to our merchants.

This 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 helping merchants update and expand their inventory and ensure their POS integration system is operating effectively.. Additionally, they actively participate in quarterly business reviews to measure and enhance Managed Merchant revenue, ensuring continuous comprehensive support and improvement.

This role will be assigned a schedule that may include evenings and weekends. These schedules will be adjusted periodically to meet the needs of our business and our merchants.

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.

About the Role

We are searching for a Merchant Sentiment Specialist to work with our New Vertical Merchants, both managed and unmanaged, 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
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

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 - including GSheets/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.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

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