Premium Onboarding Partner (POP), MXO

DoorDash USA•Tempe, AZ

10d

About The Position

Merchant Experience Operations (MXO) shapes the day-to-day experience for every restaurant and new vertical partner. We guide merchants from onboarding through their ongoing operations, making it simple to join, run, and succeed on DoorDash. Our team removes friction, resolves issues with speed and precision, and equips merchants with tools that help them operate with confidence. We set the standard for a world-class experience by delivering clarity, consistent quality, and support that merchants can trust at every step. We are looking for a Premium Onboarding Partner (POP) to partner with our highest value merchants to provide a best-in-class Merchant onboarding experience at DoorDash. As a Premium Onboarding Partner, you will play a crucial role within the Merchant Experience Operations team by providing our merchants with a direct contact for all of their onboarding activities & needs. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem solving. Not only will you partner with our Merchants, but you will work with Account Owners and own a book of business as their onboarding contact. You will be a part of a new program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

Requirements

You have 2 years of experience with account management, customer support, hospitality or in related field
College degree or equivalent experience
Qualifications include Salesforce (or other CRM software), Microsoft suite and G Suite
Proficiency in excel (can perform complex functions)
Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
Experience advocating for customer experience within a team or initiative
You have experience in an account management or customer service role--you love helping people
You excel at building relationships
You excel at determining prioritization

Nice To Haves

Previous industry experience

Responsibilities

Leverage a proactive approach to Merchant onboarding success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure a defect-free onboarding
Work directly with Merchants daily, helping to ensure flawless onboarding experiences
Build relationships with Merchants by serving as a Single Point of Contact for all Merchant onboarding related concerns
Promote retention and overall Merchant success through providing an unprecedented first impression of DoorDash’s service
Prioritize and escalate issues in partnership with our teams
Develop an expertise in how DoorDash's systems and resources work, and how to use them to promote positive outcomes for our Merchants
Provide a best-in-class service experience to Merchants