About the Team

Our Merchant Experience Ops team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless experience to merchants on our platform. The New Verticals team sits within the Merchant Experience Ops organization and is part of DoorDash’s new exciting initiatives. As DoorDash grows to be a market leader in on-demand restaurant delivery, the opportunity is clear for new horizons and new products to expand this team. Our catalog experts will be shaping and informing the process of building and maintaining inventory catalogs for some of our most valued grocery and retail partners. Our onboarding experts will ensure that the Non-Rx merchants are onboarded and activated within SLA and provide specific support for their unique needs.

About the Role

We are looking for a NV Premium Onboarding Partner (NV POP) to provide a best-in-class Merchant onboarding experience at DoorDash to the New Verticals merchants that we support. As a Premium Onboarding Partner, you will play a crucial role within the Merchant Services team by ensuring all New Vertical merchants are successfully navigating through our onboarding, catalog build and activation flows, and providing our merchants with a direct contact for all of their needs. You will build long-lasting relationships with our Merchants through strategic problem-solving and excellent customer service. You will be a part of a new program to shape support as a differentiator in the marketplace through high-quality, white-glove service. Estimated core hours: 8-5PM, Limited weekend availability is required, depending on Merchant needs or escalations.

You’re excited about this opportunity because you will… Leverage a proactive approach to Merchant onboarding success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure a smooth onboarding experience. Build relationships with Merchants by serving as a Single Point of Contact for all Merchant onboarding-related concerns Develop an expertise in how DoorDash's systems and resources work, and how to use them to promote positive outcomes for our Merchants Troubleshoot & review escalations regarding catalog build and merchant onboarding. Prioritize and escalate issues in partnership with our internal and cross-functional teams. Give input and improvement suggestions to multiple new and developing processes. We’re excited about you because… You have 2 years of experience with account management, customer support, hospitality, or in another related field.  College degree or equivalent experience Qualifications include Salesforce (or similar CRM software), Microsoft suite and G Suite Proficiency in Gsheets and/or Excel - You can perform complex functions and are comfortable with analyzing data.  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 love helping people Proactive and capable of working independently to troubleshoot and resolve complex problems end-to-end. Can communicate effectively and present complex topics to different audiences You’re self-sufficient and self-motivated; you thrive as an independent contributor but also appreciate the input and collaboration that a team setting offers.   You want to work cross-functionally with other employees and teams that you may not have worked with before You have a strong commitment to building and supporting a trusting team culture; relying on your teammates for help and guidance, and providing insight when they need it. You have an optimistic and motivated mindset with an eagerness to embrace and drive change.

 

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.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey