Enterprise SaaS Support Specialist for Merchants

DoorDash; New York (NY); On-site; USD 48,000 - 71,000; Full time

Job summary

DoorDash is seeking a Support Specialist for its Online Ordering Enterprise team to manage diverse support tickets across chat, email, phone, and SMS, ensuring a smooth day‑to‑day experience for merchants.

You will troubleshoot end-to-end issues, escalate when needed, and collaborate with cross‑functional teams to improve workflows and documentation, contributing to merchant success and service quality.

Qualifications

• 3+ years 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.
• Able to manage 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, 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

Written & Verbal

Issue resolution

Multitasking

Empathy

Attention to detail

Escalation

Tools

Intercom

Zendesk

Job description

DoorDash is seeking a Support Specialist for its Online Ordering Enterprise team to manage diverse support tickets across chat, email, phone, and SMS, ensuring a smooth day‑to‑day experience for merchants.

You will troubleshoot end-to-end issues, escalate when needed, and collaborate with cross‑functional teams to improve workflows and documentation, contributing to merchant success and service quality.