Advanced Specialist, NV Merchant Sentiment

DoorDash; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

DoorDash is seeking a Merchant Sentiment Specialist to work with New Vertical Merchants, both managed and unmanaged, to resolve challenges and identify opportunities to improve overall experience as we scale our last-mile platform.

The role involves collaborating with Account Owners to ensure Merchant success, conducting weekly syncs, and maintaining strong relationships with Managed Merchants in your roster.

Responsibilities

• Develop long-term relationships with high-value Managed Merchants and collaborate with AOs to propose promotions or expand delivery radius to improve health of accounts.
• Serve as the primary contact for Managed Merchants within your roster, coordinating with internal teams to resolve issues.
• Analyze and communicate Merchant needs, respond to payment, portal, and catalog issues, and drive effective problem-solving efforts.
• Support retention and success through proactive outreach by phone, email, or video calls.
• Participate in quarterly business reviews and other regular meetings to align on Merchant health and outcomes.

Job description

About our Organization

Our Merchant Experience Ops team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless experience to merchants on our platform. The New Verticals team sits within the Merchant Experience Organization and is one of DoorDash's new exciting initiatives. As DoorDash grows to be a market leader in on-demand restaurant delivery, the opportunity is clear for new horizons and new products to expand our scope in the Retail space.

About the Team

Our New Verticals Merchant Sentiment team ensures that when things go wrong in the last mile, there's always someone there to help. Our team creates and administers DoorDash's massive and expanding global network of support centers to provide the greatest customer experiences possible, with the ultimate goal of delivering an exceptional customer experience as efficiently and reliably as possible to our merchants.

This team meticulously optimizes the Managed Merchant interface across all facets of the DoorDash platform. They handle everything from setting up essential account information like bank routing to helping merchants update and expand their inventory and ensure their POS integration system is operating effectively.. Additionally, they actively participate in quarterly business reviews to measure and enhance Managed Merchant revenue, ensuring continuous comprehensive support and improvement.

This role will be assigned a schedule that may include evenings and weekends. These schedules will be adjusted periodically to meet the needs of our business and our merchants.

At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs.

About the Role

We are searching for a Merchant Sentiment Specialist to work with our New Vertical Merchants, both managed and unmanaged, solving their most pressing challenges and creating opportunities to improve their overall experience as we continue to scale our last-mile logistics platform.

This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business.

As a Merchant Sentiment Specialist, you will partner with Account Owners (AO) to ensure overall Merchant success on the DoorDash platform through proactive and reactive contacts. This includes but is not limited to weekly syncs with your AO partners and recurring meetings with the Managed Merchants on your assigned roster.

• You will develop long-term relationships with our highest-value/volume Managed Merchants by providing excellent customer service, relationship management, and strategic problem solutions, such as partnering with AOs on suggesting promotions or expanding delivery radius when stores are underperforming and strategies for overall Managed Merchant health on the platform.
• You will serve as the main point of contact for Managed Merchants in your assigned roster in partnership with their internal DoorDash Account Owners.
• You will be analytical, have prior experience delivering efficient execution and communication, and be eager to solve our Managed Merchant's most challenging problems.
• This position establishes DoorDash's Managed Merchant support as a standout competitive differentiator in the industry, delivering a dedicated, high-quality, and meticulously detailed support experience explicitly tailored to our Managed Merchants.

You're excited about this opportunity because you will...

• Collaborate with Account Owners weekly and troubleshoot support issues for Managed Merchants in your respective roster, including but not limited to payment issues, portal issues, menu updates, and other advanced support issues.
• Take inbound contacts from Managed Merchants experiencing real-time-non-live order-related-issues ranging from account log-in support to changes of ownership and more.
• Build relationships with high revenue/volume Managed Merchant partners by being the primary contact and expert for their support operations. Including participation in quarterly business reviews and other regularly occurring meetings to align on overall Merchant health
• Promote retention and overall Managed Merchant success through service and proactive outreach via phone, email, or Zoom calls.
• Pilot different experiences from time to time to learn how we can invest in our highest value Managed Merchants
• Troubleshoot and resolve catalog and inventory issues within our internal bulk tools and Google Sheets.
• Prioritize and escalation issues in partnership with internal teams
• Develop expertise in how DoorDash's systems and resources work and how to use them to promote positive ou