Premium Resolution Partner (PRP)

DoorDash USA•Tempe, AZ

14d

About The Position

We are looking for a Premium Resolution Partner to provide a best-in-class support experience to Merchants who need it most. As a Premium Resolution Partner, you will serve as a Merchant’s direct point of contact, and guide them while they navigate highly complex issues. You will leave no stone unturned getting to the root of problems Merchants experience, and are empowered to make it right. Not only will you partner with our Merchants, but you will work with Account Owners, Product, and Strategy teams - serving as the voice of Merchant and advocating for their needs. You’re excited about this opportunity because you will… Own end-to-end management of executive-level merchant escalations, ensuring swift, balanced, and empathetic resolutions. Partner closely with the cross functional teams to develop competency in core workflows tools to effectively resolve critical merchant escalations Get to the lowest level of detail while strategically solving Merchant problems - you aren’t afraid to get into the weeds, escalate issues, and relentlessly advocate for the needs of the Merchant you serve You are excited to interact & build strong relationships with Merchants through various channels (phone, video-calling, texting, email etc) - meeting the Merchant where they are and serving their needs Leverage a proactive approach to Merchant success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure defect-free experiences Work directly with Merchants daily, helping to ensure flawless experiences 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 - you are the reason a Merchant loves working with DoorDash Operate independently and exercise exceptional judgment in high-stakes, ambiguous situations Develop reporting and insights for senior leadership, surfacing patterns and recommending systemic improvements.

Requirements

You have 2 years of experience with account management, customer support, retail, hospitality or in related field
You can quickly learn and leverage new tools to investigate and resolve merchant issues accurately.
You demonstrate sound judgment on when to resolve, when to escalate, and how to gather the right context for cross-functional teams.
You excel at cross functional communication and collaboration
College degree or equivalent experience
Qualifications include Salesforce (or other CRM software), Microsoft suite and G Suite
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

Nice To Haves

You excel at determining prioritization

Responsibilities

Own end-to-end management of executive-level merchant escalations, ensuring swift, balanced, and empathetic resolutions.
Partner closely with the cross functional teams to develop competency in core workflows tools to effectively resolve critical merchant escalations
Get to the lowest level of detail while strategically solving Merchant problems - you aren’t afraid to get into the weeds, escalate issues, and relentlessly advocate for the needs of the Merchant you serve
You are excited to interact & build strong relationships with Merchants through various channels (phone, video-calling, texting, email etc) - meeting the Merchant where they are and serving their needs
Leverage a proactive approach to Merchant success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure defect-free experiences
Work directly with Merchants daily, helping to ensure flawless experiences
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 - you are the reason a Merchant loves working with DoorDash
Operate independently and exercise exceptional judgment in high-stakes, ambiguous situations
Develop reporting and insights for senior leadership, surfacing patterns and recommending systemic improvements.