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Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows both in scale and scope of offering, the strength of our merchant services engine must grow with it.
About the RoleWe 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. You will be a part of a new program to shape support as a differentiator in the marketplace through high-quality, white-glove service.
You're excited about this opportunity because you will…- 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
- You have 2 years of experience with account management, customer support, retail, hospitality or in related field
- Previous industry experience
- 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
At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives 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 InclusionWe'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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