Premium Resolution Partner (PRP)

DoorDash USA; Tempe, Phoenix (AZ, AZ); On-site; USD 75,000 - 110,000; Full time

Job summary

DoorDash USA is seeking a Premium Resolution Partner to serve as the direct point of contact for merchants, guiding them through highly complex issues and advocating for their needs. You will work with Account Owners, Product, and Strategy teams to resolve problems and improve onboarding, menu and photo experiences.

You will own escalations with empathy, partner with cross-functional teams, and develop insights for leadership to prevent defects and improve merchant outcomes.

Qualifications

• 2 years of experience in account management, customer support, retail, hospitality or related field.
• Ability to learn and leverage new tools to investigate and resolve merchant issues.
• Sound judgment on when to resolve or elevate and gather context for cross-functional teams.
• Strong cross-functional communication and collaboration.

Responsibilities

• Own end-to-end management of executive-level merchant escalations.
• Partner with cross-functional teams to resolve critical merchant issues.
• Investigate issues at a detailed level and advocate for merchant needs.
• Engage with Merchants via phone, video, text, and email to build trust.
• Proactively anticipate issues and advise cross-functional partners to improve experiences.
• Develop reporting and insights for senior leadership to surface patterns.

Skills

Executive escalations

Cross-functional collaboration

Merchant advocacy

Account management

Customer support

CRM software

Microsoft Office

G Suite

Communication skills

Education

College degree or equivalent experience

Tools

Salesforce

Microsoft Office

G Suite

Job description

Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows both in scale and scope of offering, the strength of our merchant services engine must grow with it.

About the Role

We are looking for a Premium Resolution Partner to provide a best-in-class support experience to Merchants who need it most. As a Premium Resolution Partner, you will serve as a Merchant’s direct point of contact, and guide them while they navigate highly complex issues. You will leave no stone unturned getting to the root of problems Merchants experience, and are empowered to make it right. Not only will you partner with our Merchants, but you will work with Account Owners, Product, and Strategy teams - serving as the voice of Merchant and advocating for their needs.

You’re excited about this opportunity because you will…

• Own end-to-end management of executive-level merchant escalations, ensuring swift, balanced, and empathetic resolutions.
• Partner closely with the cross functional teams to develop competency in core workflows tools to effectively resolve critical merchant escalations
• Get to the lowest level of detail while strategically solving Merchant problems - you aren’t afraid to get into the weeds, upscale issues, and relentlessly advocate for the needs of the Merchant you serve
• You are excited to interact & build strong relationships with Merchants through various channels (phone, video-calling, texting, email etc) - meeting the Merchant where they are and serving their needs
• Leverage a proactive approach to Merchant success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure defect-free experiences
• Work directly with Merchants daily, helping to ensure flawless experiences
• Develop an expertise in how DoorDash's systems and resources work, and how to use them to promote positive outcomes for our Merchants
• Provide a best-in-class service experience to Merchants - you are the reason a Merchant loves working with DoorDash
• Operate independently and exercise exceptional judgment in high-stakes, ambiguous situations
• Develop reporting and insights for senior leadership, surfacing patterns and recommending systemic improvements.

We’re excited about you because…

You have 2 years of experience with account management, customer support, retail, hospitality or in related field

You can quickly learn and leverage new tools to investigate and resolve merchant issues accurately.

You demonstrate sound judgment on when to resolve, when to elevate, and how to gather the right context for cross-functional teams.

You excel at cross functional communication and collaboration

College degree or equivalent experience

Qualifications include Salesforce (or other CRM software), Microsoft suite and G Suite

Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers

Experience advocating for customer experience within a team or initiative

You have experience in an account management or customer service role--you love helping people

Why You’ll Love Working at DoorDash

We are leaders – Leadership is not limited to our management team. It’s something everyone at DoorDash embraces and embodies.

We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day.

We are learners – Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute. We are committed to learning and implementing what is best for our customers, merchants, and dashers.

We are one team – The magic of DoorDash is our people, together making our inspiring goals attainable and driving us to greater heights.

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

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