Merchant Experience Lead - White-Glove Support

DoorDash USA; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

DoorDash Melbourne is seeking a Merchant Experience Partner to serve as the main support contact for a portfolio of merchants, from Enterprise to SMB, and to drive overall merchant success on the platform.

You will build lasting relationships through proactive outreach, expert problem-solving, and collaboration with account owners to ensure seamless last-mile delivery experiences and ongoing merchant retention.

Qualifications

• 2+ years of experience in Customer success, account management, customer support.
• Proficiency in Microsoft suite / G-Suite.
• Experience providing advisory and partnership-level support through proactive and reactive interactions with customers.
• Experience advocating for customer experience within a team or initiative.
• Love thinking about new opportunities for process improvement.

Responsibilities

• Collaborate and troubleshoot important issues for Merchants via phone and web.
• Build relationships with Merchant partners by being the main contact and expert for a portfolio of Merchants spanning Enterprise and small - medium businesses.
• Promote retention and overall Merchant success through white-glove service.
• Perform daily phone outreach to proactively resolve issues for Merchants.
• Managing conflicting deadlines, ensuring cross-functional collaboration.
• Have a solutions-focussed mindset, promoting Merchant success above all else.
• Validate and track Merchant feedback to inform updates to our products and tools.

Skills

Customer success

Account management

Microsoft Suite

G-Suite

Advisory support

Job description

DoorDash Melbourne is seeking a Merchant Experience Partner to serve as the main support contact for a portfolio of merchants, from Enterprise to SMB, and to drive overall merchant success on the platform.

You will build lasting relationships through proactive outreach, expert problem-solving, and collaboration with account owners to ensure seamless last-mile delivery experiences and ongoing merchant retention.