About the Team

The Merchant Onboarding Rescue & Escalation team specializes in resolving onboarding issues and blockers for our merchants through pathways such as JIRA tickets, queue work, and slack escalations. We utilize various support modalities such as tickets, emails, text, and phone calls. By partnering closely with cross functional teams such as Sales, Vendor Management, Account Owners, and other internal DRIs, we ensure that we are providing a best-in-class service to both our internal stakeholders as well as our onboarding merchant partners. 

About the Role

Our Merchant Ops Escalations Specialists have the opportunity to help merchants and internal partners unblock and resolve escalated onboarding and activation issues. This team consists of skilled communicators, listeners, and problem-solvers who help get our merchants back on track, and re-build trust in DoorDash as a trusted partner in helping them grow their business. This team will have the unique opportunity to identify and resolve onboarding and activation issues for their merchants. This role is hybrid with required in-office days, and candidates may be required to work either Saturday or Sunday shifts.

You’re excited about this opportunity because you will… Resolve high visibility escalated Merchant activations cases through various support modalities which may include email, tickets, text, & phone  Investigate case details to determine the root cause of case escalations; develop sets of recommendation to prevent future escalations Communicate quickly, concisely, and effective with internal and external stakeholders  Synthesize complex problems & issues into actionable, easy to understand resolutions & recommendations Complete thorough documentation and notation on merchant contacts to help identify trends Provide best-in-class support to our merchants We’re excited about you because… You have a proven ability to develop customer empathy and articulate customer problems Strong written and verbal communication skills, including ability to confidently advocate for customers with internal stakeholders with diplomacy Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users You are motivated by a challenge, and you approach problems with a positive attitude You remain calm under pressure! You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situation  Demonstrated ability to adapt and thrive in a constantly evolving environment. Why You Should Join Us Opportunity to lead and inspire teams to achieve continuous improvement. Collaboration with cross-functional partners to drive process enhancements. A dynamic and fast-paced work environment where personal and professional growth are encouraged. Impactful role in resolving high-visibility escalations and enhancing stakeholder experiences.

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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