Merchant Experience Partner - Bilingual: English - Mandarin/Cantonese

About the Team

Customer Experience and Support Ops, as one of DoorDash's main operations teams, ensures that when things go wrong in the last mile, there's always someone there to help. Our team creates and administers DoorDash's massive and expanding global network of support centers to provide the greatest customer experiences possible, with the ultimate goal of delivering an exceptional customer experience as efficiently and reliably as possible.

About the Role

We are searching for a Merchant Experience Partner to work with our highest-value merchants to solve their most pressing challenges and create opportunities to improve their overall merchant experience as we scale our last-mile logistics platform. 

As a Merchant Experience Partner, you will play an important role in the Customer Experience team by providing our merchants with a single point of contact for all of their support needs while also focusing your efforts on ensuring overall merchant success on the Doordash platform. You will have the chance to develop long-term relationships with our Merchants by providing great customer service, relationship management, and strategic problem solutions. 

Not only will you collaborate with our Merchants, but you will also have a book of business as their point of contact. You will be analytical, with prior experience delivering efficient execution and communication, and eager to solve one of our most difficult problems. 

This position provides 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 for a respective book of business, including but not limited to payment issues, portal issues, menu updates, and other advanced support issues
• Build relationships with Merchant partners by being main contact and expert for our high revenue Merchants 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 an 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 in related field
• You are fluent in English (required)
• You are fluent in Mandarin and/or Cantonese (at least 1 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

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

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