Merchant Activations Escalations Specialist - job 1 of 2
About the Team
The Merchant Services Team provides a white glove experience to partner merchants on the Doordash platform. They assist with the daily onboarding of partners, content creation and management, and general operational support. This team has been evolving to keep up with domestic and international expansion, while keeping our valued merchants at our center focus.
About the Role
The Merchant Activations Escalations Specialist team provides timely, empathetic, individualized, full-resolution support for Mx whose activation experience has not gone as planned. These Merchants are high-visibility, escalations from DoorDash’s M-Team, and Mx with unique issues that require individual attention. Escalations Specialists are exceptional communicators with internal & external stakeholders, passion advocates for our Merchants, and skillful problem solvers.
You’re excited about this opportunity because you will…
- Resolve high visibility escalated Merchant activations cases through various support modalities which may include email & phone
- Investigate case details to determine the root cause of case escalations; develop sets of recommendation to prevent future escalations
- Communicate quickly, concisely, and effective with internal and external stakeholders
- Synthesize complex problems & issues into actionable, easy to understand resolutions & recommendations
- Complete thorough documentation and notation on Mx contacts to help identify trends
- Deliver exceptional support experiences for Mx
We’re excited about you because…
- You have a proven ability to develop customer empathy and articulate customer problems
- Strong written and verbal communication skills, including ability to confidently advocate for customers with internal stakeholders with diplomacy
- Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
- You are motivated by a challenge, and you approach problems with a positive attitude
- You remain calm under pressure! You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situation
- Open to working a shift that includes 1-2 weekend days
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.
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DoorDash is a technology company that connects customers with their favorite local and national businesses in the United States and Canada. The company is headquartered in San Francisco, California.
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