At DoorDash, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the DoorDash corporate office in Tempe and the employee must live within a commutable 50 miles from the office. In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. This role will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business.

About the Team & Role

Customer Experience and Integrity, one of DoorDash's central operations teams, ensures that when things go wrong in the last mile, there's always someone there to help. Our team creates and administers DoorDash's massive and expanding global network of support centers to provide the greatest customer experiences possible, aiming to deliver an exceptional customer experience as efficiently and reliably as possible.

Drive Merchant SMEs focus on providing escalated support for Drive Merchants. In partnership with Drive S&O, you will serve as the main point of contact for a set of Drive Merchants regarding their support needs.

In this role, you will handle things like Drive Merchant Portal login issues, password resets, and adding users and stores for Drive Merchant. You'll update banking information, generate reports, and Drive invoicing while overseeing withholding onboardings and investigations. Responsibilities will also include maintaining account settings, facilitating ownership changes, onboarding merchants, implementing menu updates, and processing POS integration requests. You'll handle escalated refund requests, conduct ad hoc order investigations, and help manage marketing contracts, including approval follow-ups. Additionally, you'll track and manage Eng/Integration Jira tickets, create and track credit memos for marketing, manage store address locking, flag DRIVE API issues, and conduct post-meeting follow-ups by compiling tailored documentation for merchants.

In addition, you will work with Drive S&O on special projects like improving and documenting processes, deep-diving support trends or launching new businesses (i.e., cash on delivery).

You're excited about this opportunity because you will...

• Think creatively and outside conventional boundaries. If you have a successful track record of demonstrated problem-solving skills and innovative approaches in your work this is the role for you.
• Apply strong verbal and written communication capabilities, with a focus on building trust with external partners.
• Work extensively with teams outside of Support operations and enjoy strong cross functional collaborations.
• Collaborate with Drive Strategy and Operations leaders weekly and troubleshoot support issues for Drive Merchants in your respective roster, including but not limited to payment issues, portal issues, menu updates, and other advanced support issues.
• Take inbound contacts from Drive Merchants experiencing real-time-non-live order-related-issues ranging from account log-in support to changes of ownership and more.
• Build relationships with Merchant partners by being the primary contact and expert for their support operations. Including participation in quarterly business reviews and other regularly occurring meetings to align on overall Merchant health
• Document processes and identify process improvements
• Develop expertise in how DoorDash's systems and resources work and how to use them to promote positive outcomes for drive partners and merchants
• Play a key role in improving the Drive Merchant experience

We're excited about you because...

• You have 3+ years of experience in a high-volume support center, customer support, or other high-volume support-related field.
• Have experience working with Strategy and Operations partners on projects
• Have experience working on DoorDash Drive preferred
• Experience providing advisory and partnership-level support through both proactive and reactive interactions with end users
• You are proficient with Salesforce (or other CRM software), and have the ability to view and interpret dashboards/data.
• Proficient with G Suite/Excel
• Experience with SQL/Mode is a plus
• Experience in a metric-driven support environment
• You excel at building cross-functional relationships and determining prioritization.
• You're creative and love identifying areas where we can improve the end-user experience.
• High School Diploma or GED required. Bachelor's Degree preferred.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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.