Enterprise SaaS Support Specialist - Merchant Success

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

Benefits offered by this job

401(k) with employer matching

16 weeks paid parental leave

Wellness benefits

Commuter benefits match

Paid time off

Paid sick leave

Medical, dental, and vision benefits

11 paid holidays

Disability insurance

Basic life insurance

Family-forming assistance

Mental health program

Job summary

DoorDash is seeking a Support Specialist to join the Online Ordering Support team, focusing on Enterprise partners and merchants. You will manage tickets across channels, troubleshoot end to end, and collaborate with internal teams to drive timely resolutions.

The role emphasizes high-quality, empathetic support and adherence to established workflows. The team values proactive problem solving, documentation improvements, and consistent service quality, reporting to Senior Support Supervisor in

Qualifications

• 3+ years in Customer Support or Operations within a SaaS, technology, or online platform environment.
• Strong written and verbal communication skills and ability to clearly explain issues and resolutions.
• 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 escalation.
• 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

SaaS experience

Multitasking

Communication skills

Ticketing (Intercom/Zendesk)

Tools

Intercom

Zendesk

Job description

DoorDash is seeking a Support Specialist to join the Online Ordering Support team, focusing on Enterprise partners and merchants. You will manage tickets across channels, troubleshoot end to end, and collaborate with internal teams to drive timely resolutions.

The role emphasizes high-quality, empathetic support and adherence to established workflows. The team values proactive problem solving, documentation improvements, and consistent service quality, reporting to Senior Support Supervisor in