Merchant Experience Partner

DoorDash; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

A leading logistics company in Melbourne seeks a Merchant Experience Partner to improve relationships with Merchants and resolve issues proactively. The ideal candidate will have over 2 years of customer success experience and excellent communication skills. Key responsibilities include building partnerships and ensuring Merchant satisfaction through tailored support. Comprehensive benefits available.

Benefits

Comprehensive benefits

Opportunity for career growth

Diversity and inclusion commitment

Qualifications

• 2+ years of experience in Customer success, account management or support.
• Proficiency in Microsoft suite / G-Suite.
• Experience providing proactive and reactive advisory support.
• Advocacy for customer experience in a team.
• Solutions-focused mindset for Merchant success.

Responsibilities

• Collaborate and troubleshoot Merchant issues via phone and web.
• Build relationships and act as main contact for Merchants.
• Promote Merchant retention through high-quality service.
• Proactively reach out to resolve Merchant issues.
• Manage conflicting deadlines with cross-functional teams.
• Validate Merchant feedback to inform product updates.

Skills

Customer success

Problem-solving

Relationship building

Communication

Process improvement

Tools

Microsoft suite

G-Suite

Job description

About the Team

As one of DoorDash's core operations teams, Customer Experience and Support Operations, ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and manages DoorDash's large and growing global network of support centers to create the best customer experiences, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

About the Role

We are looking for Merchant Experience Partners to partner with our highest-value merchants to help solve their most pressing issues and provide the opportunity to improve their overall merchant experience as we continue to increase our last-mile logistics platform.

As a Merchant Experience Partner, you will play a crucial role within the Merchant Experience team by providing our merchants with a direct contact for all of their support needs and focusing your efforts on ensuring overall Merchant success on the DoorDash platform. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem-solving.

Not only will you partner with our Merchants, but you will work with Account Owners and own a book of business as their support contact. You will be a part of a program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

You\'re excited about this opportunity because you will…

• 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
• Prioritise and escalate issues in partnership with our teams
• 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

We\'re excited about you because you…

• 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 both proactive and reactive interactions with customers
• Experience advocating for customer experience within a team or initiative
• You love thinking about new opportunities for process improvement

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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About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We\'re committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

If you need any accommodations, please inform your recruiting contact upon initial connection.