Premium Resolution Partner (PRP)

DoorDash USA • Tempe, AZ

17d

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.

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
• 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.

Benefits

• We are leaders – Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.
• We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day.
• We are learners – Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.
• We are one team – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level