Merchant Experience & Insights Analyst

Safer Care Victoria; Melbourne; On-site; AUD 90,000 - 110,000; Full time

Job summary

DoorDash's ANZ Merchant Experience team is seeking a Merchant Sentiment Specialist to support high-value merchants across grocery, alcohol, convenience, and retail. This hands-on, case- and ticket-based role focuses on delivering white-glove service and proactive problem solving.

You’ll manage merchant issues end to end, prioritise by revenue value and advocacy potential, and collaborate cross-functionally to drive improvements and prevent recurring problems as the business evolves.

Responsibilities

• Be a Champion of Service & Support — deliver a consistently high-quality, white-glove experience and advocate for our merchants across DoorDash.
• Own your Book of Business (BOB) — manage a dedicated portfolio of merchant cases and prioritise your time based on revenue value, expansion opportunity and advocacy potential, rather than FIFO.
• Solve beyond the ticket — take ownership of complex issues, investigate root causes and connect the right people to drive the best outcome.
• Work cross-functionally —

Job description

DoorDash's ANZ Merchant Experience team is seeking a Merchant Sentiment Specialist to support high-value merchants across grocery, alcohol, convenience, and retail. This hands-on, case- and ticket-based role focuses on delivering white-glove service and proactive problem solving.

You’ll manage merchant issues end to end, prioritise by revenue value and advocacy potential, and collaborate cross-functionally to drive improvements and prevent recurring problems as the business evolves.