Enterprise Online Ordering Success Specialist

DoorDash; Phoenix (AZ); On-site; 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

paid sick leave in compliance with law

medical benefits

dental benefits

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 end to end, and collaborate with internal teams to drive resolution, ensuring a reliable merchant experience daily.

You will work under the Senior Support Supervisor in the Merchant Success Operations team, upholding quality standards and documenting processes to reduce recurring issues.

Qualifications

• 3+ years in Customer Support or Operations in SaaS/tech.
• Strong written and verbal communication.
• Experience handling issues end to end, including troubleshooting.
• Comfort managing multiple priorities in a fast-paced environment.
• Experience with escalations and showing empathy.
• Familiar with ticketing systems such as Intercom, Zendesk, or similar.
• Attention to detail and maintaining clear, accurate 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

Communication

Multitasking

Empathy

Issue resolution

Documentation

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 end to end, and collaborate with internal teams to drive resolution, ensuring a reliable merchant experience daily.

You will work under the Senior Support Supervisor in the Merchant Success Operations team, upholding quality standards and documenting processes to reduce recurring issues.