Merchant Onboarding Specialist

Doordashusa; New York (NY); On-site; USD 34,000 - 51,000; Full time

Job summary

DoorDash for Business is seeking a LiveOps teammate to execute on SOPs, using internal tools to deliver best-in-class support to Customers, Merchants, and Dashers. You will monitor operations and help incubate new initiatives that reduce blockers and improve service.

You will triage issues, create process docs, and collaborate cross-functionally to optimize workflows. The role requires 2+ years in customer support or operations and comfort with ambiguity, prioritization, and critical thinking.

Qualifications

• 2+ years experience in customer support, operations, or account management.
• Ability to prioritize varying tasks.
• Adapt to changing priorities, environments and challenges.
• Think outside the box and use critical thinking.
• Attention to detail and high quality standards.

Responsibilities

• Triage customer support issues to assess urgency and prioritize.
• Utilize internal and external tools to fulfill SOP requirements.
• Proactively contact Customers, Merchants, and Dashers via phone, text, or chat to resolve moderately complex issues.
• Create docs for processes and trackers to support experiments and improve quality.
• Support new operational processes and pilots.

Skills

Customer support

Operations

Account management

Job description

About the Team:

DoorDash for Business is an exciting new arm of the DoorDash platform, focusing on providing meals solutions to companies. We're building and scaling new ways to delight our corporate customers, by leveraging the DoorDash platform and focusing on the white-glove experience. The LiveOps team is specifically focused on proactively solving client blockers with as little disruption to our clients day to day as possible.

About the Role:

As a LOS (LiveOps) team member, you will execute on various standard operating procedures, utilizing internal tools to provide best in class support to our Customers, Merchants, and Dashers. Your work will keep a pulse on new and upcoming support operations as you work to improve and incubate new initiatives within DoorDash for Business.

You're excited about this opportunity because you will…

• Anticipate customer needs and resolve issues before they arise, ensuring seamless experiences that build trust and loyalty.
• Collaborate with teams to identify opportunities for process optimization
• Leverage your skills to tackle new and diverse challenges.
• Work cross functionally with different departments within DoorDash for Business.

Your responsibilities as part of your scope include but are not limited to:

• Triage customer support issues to assess urgency and assign prioritization.
• Ability to utilize internal and external tools to complete SOP requirements.
• Proactively contact Customers, Merchants, and Dashers via phone, text, or chat to resolve moderately complex issues.
• Create documentation for processes to support specific experiments and initiatives that improve quality (fill out tracker for adherence, but flag gaps/create docs)
• Support new operational processes and pilots.

We're excited about you because…

You have 2+ years experience working in customer support, operations, or account management.

• You have the ability to prioritize varying tasks.
• You have previously demonstrated the ability to adapt to changing priorities, environments, and challenges while maintaining focus and effectiveness.
• You are able to ‘think outside the box’ and utilize critical thinking to evaluate and resolve situations where established procedures are insufficient or unavailable.
• You ensure accuracy and thoroughness in all tasks by paying attention to detail and maintaining high standards of quality.
• You are comfortable with varying levels of ambiguity.

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.

To learn more about our benefits, visit our careers page here.

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.

$25.20—$37.10 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,