Merchant Experience Partner

DoorDash ANZ; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

DoorDash in Melbourne seeks a Merchant Experience Partner to be the primary contact for a portfolio of enterprise and small-to-medium merchants, delivering white-glove support and strategic problem-solving to maximise merchant success on the platform.

You will collaborate with Account Owners, build long-lasting relationships, and provide proactive outreach to resolve issues via phone and web, driving merchant retention and growth.

Qualifications

• 2+ years of experience in customer success, account management, or customer support.
• Proficiency in Microsoft Suite or Google Workspace.
• Experience advisory and partnership-level support through proactive and reactive interactions with customers.
• Experience advocating for customer experience within a team or initiative.
• Interest in identifying and implementing process improvements.

Responsibilities

• Provide direct contact and expert support for a portfolio of Merchants spanning Enterprise and SMB.
• Collaborate with Account Owners to manage merchant relationships and business needs.
• Promote retention and overall merchant success through white-glove service.
• Conduct daily outreach to proactively resolve merchant issues by phone and web.
• Prioritize and streamline issues in partnership with cross-functional teams.
• Maintain a solutions-focused mindset to ensure merchant success is prioritized.
• Capture and relay merchant feedback to inform product and tools updates.

Skills

Customer success

Account management

MS Office / G-Suite

Advisory experience

Process improvement

Tools

MS Office / G-Suite

Job description

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 streamline issues in partnership with our teams
• 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

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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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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.