Advanced Specialist, New Verticals Merchant Sentiment

DoorDash USA•Tempe, AZ

7d•Onsite

About The Position

The Advanced Specialist, New Verticals Merchant Sentiment supports managed and unmanaged New Vertical Merchants by resolving challenges and improving their experience on DoorDash’s platform. The role partners with Account Owners to support merchant success through proactive and reactive contact, including weekly syncs with Account Owners and recurring meetings with merchants on the assigned roster. The specialist serves as the primary support contact for assigned Managed Merchants in partnership with their internal Account Owners, builds relationships with high-value and high-volume partners, and provides customer service, relationship management, and strategic problem solving. The work includes supporting merchant operations, contributing to quarterly business reviews, and identifying approaches to improve merchant health and retention. The role handles advanced support needs such as payment and portal issues, menu updates, account access, ownership changes, and catalog or inventory issues. It also involves prioritizing and escalating issues with internal teams, using internal tools and resources, and piloting experiences intended to improve support for high-value merchants. This position is based in the DoorDash corporate office in Tempe and requires living within a commutable 50 miles of the office. In-office days are determined by the business and may change. The assigned schedule may include evenings, weekends, and holidays, and schedules may be periodically adjusted to meet business needs.

Requirements

At least 3 years of experience in a high-volume support center, customer support, or another high-volume support-related field.
Experience providing advisory and partnership-level support through proactive and reactive interactions with end users.
Proficiency with Salesforce or other CRM software.
Ability to view and interpret dashboards and data.
Proficiency with G Suite, including GSheets or Excel.
Experience in a metric-driven support environment.
Ability to build cross-functional relationships and determine prioritization.
Creativity and interest in identifying ways to improve the end-user experience.
High school diploma or GED.
Must live within a commutable 50 miles of the DoorDash corporate office in Tempe.
Schedule may include evenings, weekends, and holidays.

Nice To Haves

Experience with SQL or Mode.
Bachelor’s degree.

Responsibilities

Collaborate weekly with Account Owners and troubleshoot support issues for Managed Merchants, including payment, portal, menu, and other advanced support issues.
Handle inbound contacts about real-time, non-live-order-related merchant issues, including account login support and changes of ownership.
Build relationships with high-revenue and high-volume Managed Merchants as their primary contact and support operations expert.
Participate in quarterly business reviews and recurring meetings to align on overall merchant health.
Promote retention and Managed Merchant success through customer service and proactive outreach by phone, email, or Zoom.
Pilot different support experiences to learn how to better serve high-value Managed Merchants.
Troubleshoot and resolve catalog and inventory issues using internal bulk tools and Google Sheets.
Prioritize and escalate issues in partnership with internal teams.
Develop expertise in DoorDash systems and resources and use them to promote positive outcomes for Managed Merchants.
Help improve the Managed Merchant experience.
Partner with Account Owners on solutions for underperforming stores, such as suggesting promotions or expanding delivery radius.