Enterprise Merchant Support Specialist

DoorDash USA; Phoenix (AZ); On-site; USD 48,000 - 71,000; Full time

Job summary

DoorDash is seeking a Support Specialist for its Online Ordering product, focused on Enterprise partners, to ensure smooth day-to-day merchant experiences. You will manage tickets across channels, troubleshoot end to end, and collaborate with internal teams to drive timely resolutions.

You’ll join a team that continuously improves support processes, maintains quality standards, and enhances documentation based on recurring issues.

Qualifications

• 3+ years of experience in Customer Support or Operations within SaaS/tech.
• Strong written and verbal communication skills.
• Experience handling customer issues end to end including troubleshooting.
• Ability to manage multiple priorities in a fast-paced queue.
• Sound judgment on independent resolution vs escalation.
• 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 chat, email, phone and SMS.
• Troubleshoot and resolve customer issues end to end with clear communication.
• Escalate complex issues with context and documentation.
• Deliver high quality, empathetic support in every interaction.
• Follow established workflows and quality standards.
• Partner with teammates and cross-functional teams to resolve issues.
• Identify recurring issues and suggest workflow or documentation improvements.

Skills

Customer support

Communication

Issue resolution

Multitasking

Escalation handling

Ticketing systems

Attention to detail

Tools

Intercom

Zendesk

Job description

DoorDash is seeking a Support Specialist for its Online Ordering product, focused on Enterprise partners, to ensure smooth day-to-day merchant experiences. You will manage tickets across channels, troubleshoot end to end, and collaborate with internal teams to drive timely resolutions.

You’ll join a team that continuously improves support processes, maintains quality standards, and enhances documentation based on recurring issues.