Supervisor, MXO Merchant Sentiment

DoorDash USA•Tempe, AZ

About The Position

As a Supervisor, Merchant Sentiment Specialist, you will lead a team of Merchant Sentiment Specialists (MSS) responsible for supporting DoorDash’s premium and high-sensitivity merchant partners. Your primary focus will be people leadership, performance management, and quality oversight, ensuring your team delivers empathetic, accurate, and high-impact support in moments that matter most to merchants. Reporting to the Manager, you will own team health and performance, coach Specialists through complex judgment calls and escalations, and partner cross-functionally to resolve systemic issues impacting merchant sentiment. This role requires strong leadership presence, sound decision-making, and the ability to balance empathy with operational rigor in an evolving environment.

Requirements

3+ years of people management or supervisory experience, ideally in operations, support, or customer experience environments.
Led teams in proactive, white-glove support models, not just reactive issue resolution.
A people-first leader who builds trust, psychological safety, and accountability.
Demonstrate strong judgment and can coach through ambiguity and high-emotion situations when clear playbooks don’t exist.
Thrive in fast-paced, evolving environments and help teams stay grounded through change.
Bring end-to-end ownership — when something lands with you, you see it through to full resolution.
Comfortable using AI tools to investigate data, identify trends, and improve execution for yourself and your team.
Actively seek ways to simplify work and reduce manual effort, enabling focus on complex, high-judgment cases.
Highly organized and data-informed, able to track performance, identify trends, and prioritize effectively.
Communicate clearly and collaborate effectively with frontline teams and cross-functional stakeholders.

Responsibilities

Lead, coach, and develop a team of Merchant Sentiment Specialists through regular 1:1s, performance feedback, and career development conversations
Lead a team delivering a proactive, white-glove merchant experience, anticipating needs rather than reacting to issues.
Own team performance against quality, sentiment, and operational metrics, ensuring alignment with departmental goals and expectations.
Create performance improvement and career development plans for each member of your team.
Operate confidently in ambiguous situations, defining problems and action plans without waiting for prescriptive direction.
Drive Specialists in navigating escalations and high-impact merchant issues, ensuring thoughtful resolution and clear communication - looking for early sentiment signals and upstream risks, reducing escalations before they happen.
Foster a culture of empathy, accountability, and continuous improvement within a relationship-driven support environment.
Partner closely with cross-functional teams (Sales, Account Owners, Operations, Product, etc.) to drive coordinated solutions for merchant issues.
Identify trends in merchant sentiment, escalations, and workflows, and escalate insights to leadership with clear recommendations.
Drive change management as tools, processes, and expectations evolve within a growing premium support program.
Support onboarding and ongoing training to ensure Specialists are equipped to handle complex cases confidently and consistently.
Contribute to pilots, new workflows, and process improvements aimed at improving merchant experience and team effectiveness.