Enterprise Merchant Support & Onboarding Specialist

DoorDash, Inc.; United States; Remote; USD 48,000 - 71,000; Full time

Benefits offered by this job

401(k) plan with employer matching

16 weeks of paid parental leave

wellness benefits

commuter benefits match

paid time off and paid sick leave

medical

dental

vision benefits

11 paid holidays

disability and basic life insurance

family-forming assistance

mental health program

Job summary

DoorDash is seeking a Support Specialist for our Online Ordering product, focusing on Enterprise partners. You will manage tickets across chat, email, phone, and SMS, troubleshoot issues end to end, and coordinate with internal teams to drive resolutions.

Your work will impact merchant success and day-to-day operations. We value 3+ years in customer support, strong communication, and the ability to handle escalations professionally in a fast-paced environment.

Qualifications

• 3+ years in Customer Support or Operations within SaaS/tech online platform.
• Strong written and verbal communication; ability to explain issues clearly.
• Experience handling customer issues end to end; troubleshooting and follow-up.
• Comfortable managing multiple priorities in a fast-paced queue-based environment.
• Sound judgment on when to resolve or escalate; professionalism with escalations.
• Familiarity with ticketing platforms such as Intercom or Zendesk.
• Excellent attention to detail and thorough case documentation.

Responsibilities

• Manage inbound support tickets across channels (chat, email, phone, SMS).
• Troubleshoot and resolve customer issues end to end with clear communication and follow-up.
• Escalate complex or high-impact issues with context and documentation.
• Deliver high-quality, empathetic, and efficient customer support in every interaction.
• Follow established workflows, processes, and quality standards consistently.
• Partner with teammates and cross-functional teams to resolve issues.
• Identify recurring issues and flag opportunities to improve workflows or documentation.

Skills

3+ years customer support

Strong written & verbal communication

End-to-end troubleshooting

Multitasking in queue-based env

Escalation handling

Ticketing platforms (Intercom, Zendesk

Tools

Intercom

Zendesk

Job description

DoorDash is seeking a Support Specialist for our Online Ordering product, focusing on Enterprise partners. You will manage tickets across chat, email, phone, and SMS, troubleshoot issues end to end, and coordinate with internal teams to drive resolutions.

Your work will impact merchant success and day-to-day operations. We value 3+ years in customer support, strong communication, and the ability to handle escalations professionally in a fast-paced environment.