Merchant Experience Partner

hace 4 semanas

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

We're seeking a skilled Merchant Experience Partner to join our Customer Experience and Support Ops team at DoorDash. As a key member of our team, you'll partner with high-value merchants to resolve their most pressing issues and improve their overall experience on our platform.

As a Merchant Experience Partner, you'll play a crucial role in ensuring merchant success by providing exceptional customer service, strategic problem-solving, and building long-lasting relationships with our merchants. You'll work closely with Account Owners and own a book of business as their support contact, leveraging your expertise to deliver effective execution and communication.

This is an exciting opportunity to shape support as a differentiator in the marketplace through high-quality, white-glove service. If you're passionate about delivering exceptional customer experiences and have a proven track record of success in account management, customer support, or a related field, we encourage you to apply.

Key Responsibilities
  • Collaborate and troubleshoot with merchants to resolve complex issues, including payment, portal, and menu updates.
  • Build and maintain strong relationships with merchant partners, serving as their primary point of contact and expert for support operations.
  • Promote retention and overall merchant success through proactive outreach, service, and strategic problem-solving.
  • Prioritize and escalate issues in partnership with our teams, ensuring timely resolution and merchant satisfaction.
  • Develop expertise in DoorDash's systems and resources, leveraging this knowledge to drive positive outcomes for our merchants.
  • Validate and track merchant feedback to inform updates to our products and tools.
What We're Looking For
  • 3+ years of experience in account management, customer support, hospitality, or a related field.
  • B2 English level or higher.
  • High School Degree or GED required; Bachelor's degree preferred.
  • Knowledge of Salesforce (or other CRM software) and 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.
  • Proven track record of delivering advisory and partnership-level support through proactive and reactive interactions with customers.
  • Experience advocating for customer experience within a team or initiative.
  • Creativity and passion for process improvement.
Why You'll Love Working at DoorDash
  • We're leaders - Leadership is not limited to our management team; it's something everyone at DoorDash embodies.
  • We're doers - We believe the only way to predict the future is to build it, creating solutions to lead our company and industry.
  • We're learning - We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient.
  • We're customer-obsessed - Our mission is to grow and empower local economies, and we're committed to our customers, merchants, and Dashers.
  • We're all DoorDash - The magic of DoorDash is our people, working together to make our inspiring goals attainable and drive us to greater heights.
  • We offer great compensation packages and comprehensive health benefits.
About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate to make impactful decisions that display empathy for our range of users. We're a technology and logistics company that started with door-to-door delivery, and we're looking for team members who can help us go from a company known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, giving our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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