About the Team

The mission of the Merchant Support Specialist I is to make DoorDash the delivery platform of choice for local, regional, and enterprise merchants by ensuring we provide the best live support in the industry, from account questions to ongoing store support, urgent troubleshooting, and assistance navigating our product offerings. This involves not only providing support to end users on our platform but also identifying opportunities for improvement across the Merchant journey and surfacing these insights to cross-functional teams.

About the Role

As a Merchant Support Specialist I, you will help resolve our Merchants' most complex, urgent issues through live support channels including phone, text message, and email. You will be the face of DoorDash Support for restaurants. When another team is unable to resolve the issue, the Merchant Support Specialist steps in to save the day for our merchants. You will be an effective brand ambassador by delivering lasting resolutions for complex issues, providing reassurance to merchants in challenging situations, and ensuring long-term merchant satisfaction on our platform by partnering with our sales ops, engineering, product, and onboarding teams to provide exceptional support when something goes wrong. You will report into a leader on a team of peers in our support organization.

You’re excited about this opportunity because you will… Investigate and resolve escalated cases through various real-time support channels to find an answer for merchants who need help on our platform Develop a deep, subject-matter-level expertise in how DoorDash's Merchant Support processes, systems, and resources work, and how to triage, diagnose and resolve different issue types Work closely with Account Owners and sales stakeholders to answer process, functionality and workflow-related inquiries for their merchants and build confidence in Merchant Support among cross-functional teams Leverage data queries, existing workflow documentation, and knowledge of internal systems to come up with out-of-the-box solutions when new issues arise Work with the Engineering Team to identify weaknesses, gaps, and bottlenecks in our operational processes We’re excited about you because… You love helping people! You're passionate about doing right by our merchants to provide a scalable, world-class merchant experience and you inject enthusiasm and customer obsession into everything you do. You absorb new information quickly and execute at a high level You have experience in de-escalation tactics, call management, and delight in turning an upset customer into a vocal brand promoter  2 years+ of relevant work experience You’re self-motivated, positive, and a team player

We expect this position to be filled by 7/20/2025.

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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