Enterprise Online Ordering Support Pro

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

Job summary

DoorDash is seeking a Support Specialist for its Online Ordering product, serving Enterprise partners. You will manage tickets, troubleshoot issues end to end, and coordinate with internal teams to resolve problems, ensuring a smooth day-to-day merchant experience.

In this role you will uphold quality standards, follow established workflows, document thoroughly, and help improve support processes based on recurring issues. A customer-first mindset and strong communication are essential.

Qualifications

• 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment.
• Strong written and verbal communication skills.
• Experience handling customer issues end to end, including troubleshooting and follow up.
• You are comfortable managing multiple priorities in a fast paced, queue based environment.
• Demonstrates sound judgment in deciding when to resolve independently versus escalate.
• Experience handling escalations or frustrated customers with professionalism and empathy.
• Familiar with ticketing platforms such as Intercom, Zendesk, or similar systems.
• Strong attention to detail and maintain clear and 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

Customer support experience

Written and verbal communication

Troubleshooting end-to-end issues

Multitasking in fast-paced queue

Escalations handling professionally

Tools

Intercom

Zendesk

Job description

DoorDash is seeking a Support Specialist for its Online Ordering product, serving Enterprise partners. You will manage tickets, troubleshoot issues end to end, and coordinate with internal teams to resolve problems, ensuring a smooth day-to-day merchant experience.

In this role you will uphold quality standards, follow established workflows, document thoroughly, and help improve support processes based on recurring issues. A customer-first mindset and strong communication are essential.