Strategic Merchant Experience Lead

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

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