Specialist, MXO Drive Support

DoorDash USA • Tempe, AZ

1d • Onsite

About The Position

About the Team The mission of the Drive Escalated Support team is to make DoorDash the delivery platform of choice for local, regional and enterprise merchants by ensuring we provide the best live support in the industry, from onboarding questions to ongoing store support, urgent troubleshooting, and assistance navigating our product offerings. This involves not only providing support to end users on our platform, but also identifying opportunities for improvement across the Merchant journey and surfacing these insights to cross-functional teams. About the Role As a Specialist on the Drive Escalated Support team, you will help resolve our Merchants' most complex, urgent issues through live support channels including phone and email. You will be the face of DoorDash Support for restaurants, retailers, and exciting new lines of business like Pharmacy, for partners located across the United States, Canada and Australia. You will be an effective brand ambassador by delivering lasting resolutions for complex issues, providing reassurance to merchants in challenging situations, and ensuring long-term merchant satisfaction on our platform by partnering with our sales ops, engineering, product and onboarding teams to provide exceptional support when something goes wrong. You will report into a leader on a team of peers in our support organization. At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business.

Requirements

• You love helping people! You're passionate about doing right by our merchants to provide a scalable, world-class merchant experience and you inject enthusiasm and customer obsession into everything you do.
• You have a Bachelor's degree or equivalent amount of relevant work experience (4+ years), or an Associate's degree + 2 yrs of relevant work experience
• You absorb new information quickly and execute at a high level.
• You have experience in de-escalation tactics, call management, and delight in turning an upset customer into a vocal brand promoter
• Proven track record of gathering and analyzing data to uncover insights to help drive informed decisions
• A minimum of 3 years of operations or customer service experience, demonstrating effective ownership
• Proficiency in using Google Suite or similar software, including data creation and management in Google Sheets
• Experience with SQL or similar query languages to search internal databases
• Proven track record of supporting customers and helping them achieve targets
• Proficiency in Salesforce and Google Sheets with a strong understanding of data analytics
• Demonstrated ability to adapt and thrive in a constantly evolving, fast-paced environment

Responsibilities

• Investigate and resolve escalated cases through various real-time support channels to find an answer for Merchants leveraging DoorDash as a delivery service.
• Develop a deep, subject-matter-level expertise in how DoorDash's Merchant Support processes, systems, and resources work, and how to triage, diagnose and resolve different issue types.
• Work closely with Account Owners and sales stakeholders to answer process, functionality and workflow-related inquiries for their Merchants and build confidence in Merchant Support among cross-functional teams.
• Leverage data queries, existing workflow documentation and knowledge of internal systems to come up with out-of-the-box solutions when new issues arise
• Work with the Merchant Experience team to identify weaknesses, gaps and bottlenecks in our operational processes
• Contribute to a culture of ownership, excellence, and continuous feedback that reflects a best-in-class service standard

Benefits

• Opportunity to lead and inspire teams to achieve continuous improvement
• Collaboration with cross-functional partners to drive process enhancements
• A dynamic and fast-paced work environment where personal and professional growth are encouraged
• Impactful role in resolving high-visibility escalations and enhancing stakeholder experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees