Enterprise Online Ordering Support Specialist

DoorDash; San Francisco (CA); On-site; USD 48,000 - 71,000; Full time

Benefits offered by this job

401(k) employer matching

Paid parental leave

Wellness benefits

Commuter benefits

Paid time off

Paid sick leave

Medical, dental, vision benefits

11 paid holidays

Disability insurance

Mental health program

Job summary

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

Your work directly impacts merchant success and day-to-day operational performance. The role emphasizes empathy, quality interactions, and adherence to workflows, with opportunities to improve documentation based on recurring issues.

Qualifications

• 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment.
• Experience handling issues end to end including troubleshooting and follow up.
• Strong written and verbal communication skills with clear issue resolution communication.
• Comfortable managing multiple priorities in a fast-paced, queue-based environment.

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

Troubleshooting

Documentation

Communication

Multi-channel support

Cross-functional collaboration

Escalation management

Tools

Intercom

Zendesk

Job description

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

Your work directly impacts merchant success and day-to-day operational performance. The role emphasizes empathy, quality interactions, and adherence to workflows, with opportunities to improve documentation based on recurring issues.