Premium Onboarding Partner (POP), MXO - Mandarin
About The Position
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
- Bilingual in English and Mandarin (required)
- 2 years of experience with account management, customer support, hospitality or in related field
- Previous industry experience
- 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
- Experience in an account management or customer service role
- Excel at building relationships
- Excel at determining prioritization
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
Benefits
- comprehensive benefits and perks including premium healthcare
- wellness expense reimbursement
- paid parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
