Advanced Specialist, Drive Merchant SME

Doordash • Tempe, AZ

424d

About The Position

The Advanced Specialist, Merchant Sentiment SME role at DoorDash is designed to enhance the experience of high-value merchants within the company's last-mile logistics platform. This position involves close collaboration with various teams to address challenges, improve merchant satisfaction, and optimize support workflows. The role serves as the primary escalation contact for Merchant Sentiment Specialists, focusing on providing exceptional support and strategic problem-solving to foster long-term relationships with key merchants.

Requirements

• 1-2+ years of internal customer service experience
• 3+ years of experience in a high-volume support center, customer support, or other high-volume support-related field
• Proficient with G Suite/Excel
• Experience handling inbound customer issue resolution using email, phone, and chat
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with end users
• Proficient with Salesforce (or other CRM software) and ability to view and interpret dashboards/data
• Experience with SQL/Mode is a plus
• Experience in a metric-driven support environment
• Ability to build cross-functional relationships and determine prioritization
• Creative in identifying areas for improving the end-user experience
• High School Diploma or GED required; Bachelor's Degree preferred.

Nice To Haves

• Experience with SQL/Mode is a plus
• Bachelor's Degree preferred.

Responsibilities

• Communicate, collaborate, and troubleshoot top Merchant pain points alongside Merchant Sentiment Specialists.
• Provide guidance and support to each Merchant Sentiment Specialist Team across multiple books of business on the most challenging cases.
• Build relationships with DD Merchants by being the primary contact and expert for Merchant Sentiment Specialists.
• Promote retention and long-term Merchant success through regular outreach to Merchants who have provided feedback to DoorDash.
• Partner with internal stakeholders to improve team workflows, tools, and processes.
• Prioritize and escalate issues in partnership with diverse teams.
• Leverage expertise in DoorDash's processes and resources to promote positive outcomes for Merchants.
• Identify common trends in Merchant feedback, highlight gaps, and help assess possible solutions with leadership.

Benefits

• Premium healthcare
• Wellness expense reimbursement
• Paid parental leave
• Comprehensive benefits and perks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Couriers and Messengers
• Education Level: High school or GED