Sr. Customer Support Representative, Bilingual

DoorDash Mexico; Ciudad de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading delivery service company in Mexico City is looking for a Merchant Experience Partner. In this role, you will manage a book of business and act as the main contact for high-value merchants, ensuring their success. Responsibilities include troubleshooting issues, fostering relationships, and enhancing the overall merchant experience. Required qualifications include at least 3 years of experience in account management and customer support, as well as a B2 English level or higher.

Servicios

Monthly wellness bonus of $1,000 MXN

Monthly grocery vouchers of $1,000 MXN

Performance bonus up to $5,000 MXN

Paid personal days

Work-from-home equipment provided

Life insurance

15 days Aguinaldo

10% savings fund

Formación

• 3 or more years of experience with account management, customer support, hospitality or related field.
• 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.

Responsabilidades

• Collaborate on important issues for Merchants, including payment and portal issues.
• Build relationships with Merchant partners by being the main contact.
• Promote retention and overall Merchant success through service and proactive outreach.

Conocimientos

Account management experience

Customer support

Knowledge of Salesforce or CRM software

Basic proficiency with Microsoft Suite

B2 English level or higher

Educación

High School Degree or GED required

Bachelor’s degree preferred

Herramientas

Salesforce

Microsoft Suite

G Suite

SQL

Descripción del empleo

About the Team

As one of DoorDash's core operations teams, Customer Experience and Support Ops, 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 a Merchant Experience Partner to partner with our high value merchants for a respective book of business 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 Support 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 new program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

Job Highlights:

• Full-time position
• Weekly pay (every Friday)
• Direct contract with DoorDash

Compensation and Bonuses:

• Monthly wellness bonus: $1,000 MXN
• Monthly grocery vouchers: $1,000 MXN
• Performance bonus: Up to $5,000 MXN

Additional Benefits:

• Paid personal days in addition to legally mandated vacation days
• Work-from-home equipment provided
• Life insurance
• Aguinaldo: 15 days
• Savings fund: 10%

Social Security and Medical Coverage:

• IMSS
• Ambulance service: 5 free events
• Medical assistance at home: 2 free events, subsequent services at preferential costs
• 24/7 medical orientation: Free phone consultations year-round
• Psychological assistance: Free initial consultation, preferential rates for additional sessions
• Unlimited nutritional guidance: Available Monday-Saturday, 9:00 AM - 9:00 PM
• Dental assistance and vision care program

You're excited about this opportunity because you will…

• Collaborate and troubleshoot on important issues for Merchants for a respective book of business, including but not limited to payment issues, portal issues, menu updates, and other advanced support issues
• Build relationships with Merchant partners by being main contact and expert for our high revenue Merchants for their support operations
• Promote retention and overall Merchant success through service and proactive outreach via phone, email or zoom call
• Prioritize and escalate issues in partnership with our teams
• Develop an expertise in how DoorDash's systems and resources work, and how to use them to promote positive outcomes for our Merchants
• Validate and track Merchant feedback to inform updates to our products and tools

We're excited about you because…

• 3 or more years of experience with account management, customer support, hospitality or in related field
• B2 English level or higher
• High School Degree or GED required. Bachelor’s degree preferred.
• Knowledge of Salesforce (or other CRM software), and the ability to view and interpret dashboards.
• Basic proficiency with Microsoft Suite and G Suite
• Basic knowledge of excel tools and formatting functionality.
• Experience with SQL is a plus
• 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're creative
• You love thinking about new opportunities for process improvement

Why You'll Love Working at DoorDash...

• We are leaders - Leadership is not limited to our management team. It's something everyone at DoorDash embraces and embodies.
• We are doers - We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do -- on every project, every day.
• We are learning - We're not afraid to dig in and uncover the truth, even if it's scary or inconvenient. Everyone here is continually learning on the job, no matter if we've been in a role for one year or one minute.
• We are customer obsessed - Our mission is to grow and empower local economies. We are committed to our customers, merchants, and dashers and believe in connecting people with possibility.
• We are all DoorDash - The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.
• We offer great compensation packages and comprehensive health benefits.

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

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.

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.

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