Merchant Experience Liaison

2 days ago

Old Toronto, Ontario, Canada DoorDash Full time
About the 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 the success of our merchants by providing exceptional support and service.

Your primary responsibility will be to work closely with our highest-value merchants to identify and resolve their most pressing challenges. You will be the single point of contact for all their support needs, providing proactive and reactive support to ensure their overall success on the DoorDash platform.

This is an exciting opportunity to develop long-term relationships with our merchants, providing them with a personalized experience that drives retention and growth. You will have the chance to leverage your expertise in customer support, account management, and relationship building to make a meaningful impact on our merchants' success.

Key Responsibilities
  • Collaborate with merchants to understand their needs and provide tailored support to drive success.
  • Identify and resolve complex issues, escalating as necessary to ensure timely resolution.
  • Develop and maintain strong relationships with merchants, providing proactive outreach and support to ensure their continued success.
  • Prioritize and manage multiple support requests, ensuring timely and effective resolution.
  • Stay up-to-date on DoorDash's systems and resources, leveraging this knowledge to promote positive outcomes for our merchants.
Requirements
  • 3+ years of experience in account management, customer support, or a related field.
  • Bilingual in French and English (mandatory).
  • High School Degree or GED required; Bachelor's degree preferred.
  • Knowledge of Salesforce (or other CRM software) and 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 proactive and reactive interactions with customers.
About DoorDash

At DoorDash, we're committed to empowering local economies and creating a seamless experience for our customers, merchants, and Dashers. We're a technology and logistics company that's 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 dedicated to supporting our 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. 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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