Merchant Sentiment Specialist — Partner Support Lead

DoorDash USA; Tempe (AZ); On-site; USD 65,000 - 85,000; Full time

Job summary

DoorDash is seeking an Advanced Specialist for NV Merchant Sentiment in Tempe, AZ. You will work with New Vertical Merchants to resolve complex issues and optimize the merchant experience on the DoorDash platform.

You will partner with Account Owners, manage high-value merchant relationships, and drive proactive outreach to improve retention and health of the managed roster. This role requires in-office presence in Tempe and occasional after-hours scheduling.

Qualifications

• 3+ years of experience in a high-volume support center or similar field.
• Experience providing advisory and partnership-level support.
• Proficient with Salesforce and dashboards/data interpretation.
• Proficient with G Suite including Sheets/Excel.
• Experience with SQL/Mode is a plus.
• Experience in a metric-driven support environment.
• Strong cross-functional relationship skills and prioritization.

Responsibilities

• Weekly syncs with Account Owners and troubleshoot issues for Managed Merchants.
• Handle inbound real-time non-live order issues and account access changes.
• Build relationships with high revenue Managed Merchant partners; participate in quarterly business reviews.
• Promote retention and Managed Merchant success via proactive outreach by phone, email, or Zoom.
• Pilot new experiences to better serve high-value Managed Merchants.
• Troubleshoot catalog and inventory issues in internal tools and Google Sheets.
• Prioritize and escalate issues in collaboration with internal teams.
• Develop expertise in DoorDash systems to drive positive outcomes for Managed Merchants.
• Be the main contact for Managed Merchants in your roster, partnering with Account Owners.

Skills

High-volume support

CRM data interpretation

Salesforce proficiency

G Suite / Excel

SQL / Mode

Cross-functional collaboration

Creative problem solving

Bachelor’s degree preferred

High school diploma or GED

Education

High School Diploma or GED

Bachelor’s Degree preferred

Tools

Salesforce

G Suite / Excel

Job description

DoorDash is seeking an Advanced Specialist for NV Merchant Sentiment in Tempe, AZ. You will work with New Vertical Merchants to resolve complex issues and optimize the merchant experience on the DoorDash platform.

You will partner with Account Owners, manage high-value merchant relationships, and drive proactive outreach to improve retention and health of the managed roster. This role requires in-office presence in Tempe and occasional after-hours scheduling.