Merchant Experience Liaison

hace 3 semanas


Ciudad de México, Ciudad de México DoorDash Mexico A tiempo completo
About the Role

We are seeking a skilled Merchant Experience Partner to collaborate with our high-value merchants, addressing their pressing challenges and creating opportunities for improvement in their overall merchant experience. This role plays a crucial part in the Customer Experience team, providing merchants with a single point of contact for all their support needs.

As a Merchant Experience Partner, you will develop long-term relationships with merchants by delivering exceptional customer service, relationship management, and strategic problem-solving. You will have a book of business as the primary point of contact and will work closely with merchants to ensure their success on the DoorDash platform.

This position offers the potential to be part of a new initiative that will shape support as a competitive differentiator in the industry by providing high-quality, white-glove support and service.

You're excited about this opportunity because you will...
  • Collaborate and troubleshoot on important issues for merchants, including payment issues, portal issues, menu updates, and other advanced support issues.
  • Build relationships with merchant partners by being the main contact and expert for their support operations.
  • Promote retention and overall merchant success through service and proactive outreach via phone, email, or Zoom call.
  • Prioritize and escalate issues in partnership with our teams.
  • Develop expertise in how DoorDash's systems and resources work, and how to use them to promote positive outcomes for our merchants.
We're excited about you because...
  • 3 or more years of experience with account management, customer support, hospitality, or a related field.
  • You are fluent in English (required).
  • You are fluent in Mandarin and/or Cantonese (at least one of these is required).
  • High School Degree or GED required. Bachelor's degree preferred.
  • Knowledge of Salesforce (or other CRM software), and the ability to view and interpret dashboards.
  • Basic proficiency with Microsoft Suite and G Suite.
  • Basic knowledge of Excel tools and formatting functionality.
  • Experience with SQL is a plus.
  • 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 excel at building relationships.
  • You excel at determining prioritization.
  • You're creative.
  • You love thinking about new opportunities for process improvement.


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