Enterprise Support 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

About the Team

DoorDash Commerce Platform is our restaurant software business, offering products such as online ordering, branded mobile apps, and loyalty solutions that help merchants grow through their own first party channels. Within this organization, the Merchant Success Operations team ensures restaurants have a smooth onboarding and launch experience and ongoing operational support.

The Online Ordering Support team plays a key role in this mission by helping restaurants operate their digital ordering experience day to day. We resolve issues quickly, strengthen operational standards, and improve how merchants experience our product.

About the Role

The Support Specialist is a frontline role supporting our Online Ordering product, specifically our Enterprise partners. Our customers are merchants, primarily restaurants, who rely on our platform to power their digital ordering experience. This role is responsible for resolving issues efficiently, maintaining high quality support interactions, and ensuring a reliable day to day experience for our merchants.

You will manage support tickets across channels, troubleshoot issues end to end, and partner with internal teams to drive resolution when needed. Your work will directly impact merchant success and operational performance.

You will be part of a team that is continuously improving how support operates. You will help maintain quality standards, follow established workflows, and identify opportunities to improve documentation and processes based on recurring issues.

You will report into the Senior Support Supervisor within the Merchant Success Operations team.

You’re excited about this opportunity because you will…

• 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

We’re excited about you because…

• You have 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment
• You have strong written and verbal communication skills and can clearly explain issues and resolutions
• You have 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
• You demonstrate sound judgment in deciding when to resolve independently versus escape
• You have experience handling escalations or frustrated customers with professionalism and empathy
• You are familiar with ticketing platforms such as Intercom, Zendesk, or similar systems
• You have strong attention to detail and maintain clear and accurate case documentation

Compensation

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

• 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 applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
• medical benefits
• dental benefits
• vision benefits
• 11 paid holidays
• disability and basic life insurance
• family-forming assistance
• mental health program

See below for paid time off details:

For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.

For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national base pay range for this position within the United States, including Illinois and Colorado $48,000-70,600 USD

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We used Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provided Covey with job requirements and candidate submitted applications.

We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023.

We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144.