Enterprise Merchant Support Specialist

Casa Pisano; Los Angeles (CA); On-site; USD 48,000 - 71,000; Full time

Benefits offered by this job

401(k) matching

Paid parental leave (16 weeks)

Wellness benefits

Medical, dental, and vision benefits

11 paid holidays

Job summary

DoorDash is seeking a Support Specialist for its Online Ordering product, focused on Enterprise partners. You will manage ticket queues across chat, email, phone, and SMS, troubleshoot issues end to end, and collaborate with internal teams to drive timely resolutions, directly impacting merchant success and operations.

You will uphold quality standards, follow workflows, and help improve documentation and processes based on recurring issues.

Qualifications

• 3+ years of experience in Customer Support or Operations within a SaaS/tech environment.
• Strong written and verbal communication skills.
• Experience handling customer issues end to end, including troubleshooting and follow up.
• Comfortable managing multiple priorities in a fast-paced, queue-based environment.
• Judgment to decide when to resolve independently versus escalate.
• Experience handling escalations with professionalism and empathy.
• Familiar with ticketing platforms such as Intercom or Zendesk.
• Strong attention to detail and clear case documentation.

Responsibilities

• Manage inbound support tickets across channels including chat, email, phone, and SMS.
• Troubleshoot and resolve customer issues end to end with clear communication and follow up.
• Escalate complex or high impact issues with complete context and proper 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 when needed.
• Identify recurring issues and flag opportunities to improve workflows or documentation.

Skills

Customer Support

Operations experience

Communication skills

Issue troubleshooting

Escalation handling

Intercom familiarity

Zendesk familiarity

Tools

Intercom

Zendesk

Job description

DoorDash is seeking a Support Specialist for its Online Ordering product, focused on Enterprise partners. You will manage ticket queues across chat, email, phone, and SMS, troubleshoot issues end to end, and collaborate with internal teams to drive timely resolutions, directly impacting merchant success and operations.

You will uphold quality standards, follow workflows, and help improve documentation and processes based on recurring issues.