Merchant Experience Partner

DoorDash ANZ; Auckland; Hybrid; NZD 80,000 - 120,000; Full time

Job summary

DoorDash ANZ is seeking a Merchant Experience Partner to own end-to-end, white-glove relationships with our highest-value merchants across restaurant and new verticals. You will proactively resolve issues and shape how we work with merchants, influencing new ways of operating while collaborating with Enterprise merchants, Franchisees, Sales, Operations and Product teams.

Please note: the initial training period requires full-time in-office attendance, five days a week, before transitioning to a

Qualifications

• 2+ years’ experience in Account Management, Customer Success, or B2B Customer Support.
• Clear communication with empathy and strong problem-solving skills.
• Organisational skills with ability to multitask and meet deadlines.
• Growth mindset and willingness to learn new tools and processes.
• Experience delivering service levels and quality targets in a service environment.

Responsibilities

• Build strong cross-functional relationships with assigned merchant portfolio.
• Support high-touch, end-to-end case ownership with a white-glove approach.
• Proactively spot and resolve issues before merchants raise them.
• Represent Merchant Support to internal teams and merchants, feeding insights.
• Contribute ideas to improve processes and ways of working with merchants.
• Prioritise portfolio by revenue value, expansion opportunities, and advocacy.

Skills

Account Management

Customer Success

B2B Support

Tools

Gemini

Athena

Claude

Job description

About the Team

We’re looking for a Merchant Experience Partner (MXP) to join our ANZ Merchant Experience team, owning end-to-end, white-glove relationships with our highest-value merchants — across Restaurant or New Vertical categories including grocery, alcohol, convenience and retail.

About the Role

At its core, this role is about merchant-facing case resolution but we want to shift how we do that: working proactively, spotting and solving problems before merchants raise them, rather than just reacting when they do. You’ll have real scope to shape how we work with merchants, bringing ideas, taking initiative, and influencing new ways of working.

You’ll be commercially minded, comfortable with ambiguity, and confident building trust with a wide range of stakeholders, from Enterprise merchants and Franchisees to Sales, Operations and Product teams.

Please note: the initial training period for this role requires full-time, in-office attendance, five days a week, before transitioning to our 3-day hybrid pattern (Monday, Thursday and one other day of your choice).

You’re excited about this opportunity because you will…

• Build strong, cross-functional relationships — working alongside your assigned Account Owners to manage a dedicated portfolio of merchants
• Support complex, high-touch, white-glove case ownership, end to end
• Work proactively to spot and resolve issues before merchants raise them, rather than just reacting when they do
• Represent Merchant Support at both the internal table and with merchants, feeding insights back to help drive operational improvements
• Bring your own ideas to the table helping influence new ways of working with merchants
• Prioritise your portfolio commercially by revenue value, expansion opportunity and advocacy potential, not just by first in first out method
• Manage competing deadlines across a complex, cross-functional stakeholder group

We’re excited about you because you…

• Have 2+ years’ experience in Account Management, Customer Success, or B2B Customer Support
• Are naturally curious — quick to recognise and synthesise patterns, with an inherent drive to solve problems, not just resolve tickets
• Communicate clearly, concisely, authentically and with empathy
• Are confident managing a book of business, with strong organisational skills and the ability to multitask, prioritise and manage time effectively
• Show initiative - you spot opportunities to improve, and aren’t afraid to challenge “the way we’ve always done it”
• Have a growth mindset and a readiness to consistently learn and build new knowledge
• Bring experience from a service environment where you’ve successfully worked towards service levels and quality targets
• Are excited to learn and embrace new tooling, such as Gemini, Athena (our in‑house AI tool), Claude, and others
• Are self‑aware — you know your strengths and areas for growth, and are motivated to develop and apply new skills
• Are comfortable mixing merchant‑facing work with data analysis and planning
• It’s a bonus if you bring experience in food tech, hospitality, marketplaces, or SaaS

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.