Merchant Experience Liaison

4 weeks ago

Old Toronto, Ontario, Canada DoorDash Full time
Merchant Experience Partner Role

We are seeking a highly skilled Merchant Experience Partner to join our Customer Experience team. As a key member of our operations team, you will play a critical role in ensuring that our merchants receive exceptional support and service.

Your primary responsibility will be to collaborate with our highest-value merchants to solve their most pressing challenges and create opportunities to improve their overall merchant experience. You will serve as a single point of contact for all of their support needs, providing proactive outreach and strategic problem-solving to ensure their success on our platform.

This is an exciting opportunity to be part of a new initiative that will shape support as a competitive differentiator in the industry. You will have the chance to develop long-term relationships with our merchants, providing high-quality, white-glove support and service.

Key Responsibilities
  • Collaborate with merchants to troubleshoot and resolve complex issues, including payment issues, portal issues, menu updates, and other advanced support issues.
  • Build and maintain strong relationships with merchant partners, serving as their primary contact and expert for support operations.
  • Promote retention and overall merchant success through proactive outreach and service via phone, email, or Zoom call.
  • Prioritize and escalate issues in partnership with our teams.
  • Develop expertise in how our systems and resources work, and how to use them to promote positive outcomes for our merchants.
Requirements
  • 3 or more years of experience in account management, customer support, hospitality, or a related field.
  • Fluency in English (required).
  • Fluency in Mandarin and/or Cantonese (at least one of these is required).
  • High School Degree or GED required; Bachelor's degree preferred.
  • Knowledge of Salesforce (or other CRM software) and the ability to view and interpret dashboards.
  • Basic proficiency with Microsoft Suite and G Suite.
  • Basic knowledge of Excel tools and formatting functionality.
  • Experience with SQL is a plus.
  • 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.
About DoorDash

At DoorDash, our mission is to empower local economies by providing fast, reliable, and affordable delivery services. We are a technology and logistics company that is committed to innovation and customer satisfaction.

We are a rapidly growing company that is changing the way people think about food delivery. Our team members are passionate about making a difference in their communities and are dedicated to providing exceptional customer service.

Our Commitment to Diversity and Inclusion

We are committed to growing and empowering a more inclusive community within our company, industry, and cities. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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