Advanced Specialist, Drive Merchant SME
DoorDash
Internal Posting Context:
This role will have metrics and goals aligned with the WePerform program. Metrics will include but are not limited to: Quality Assurance (QA), AnswerLand Time (ALT), Project Completion, SME Satisfaction (SMESAT), Schedule Adherence (ADH), and Time To Resolve (TTR).
In-office requirement: To facilitate quick, real-time support of front-line Tx, this role will be hybrid. SMEs are required to work from the Tempe office 4 days per month. In-office schedules are determined by Leadership and may change based on business need.
Core Tooling: Slack, Assembled, OAI, Omni, Amazon Connect, THQ, SFDC, Confluence, Jira, IronClad
About the Team
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 most remarkable customer experiences possible, aiming to deliver an exceptional customer experience as efficiently and reliably as possible.
The Merchant Sentiment team optimizes the Merchant interface across all facets of the DD platform. They handle everything from setting up essential account information like bank routing to fine-tuning store hours and menu photos for heightened visibility. Additionally, they actively participate in quarterly business reviews to measure and enhance Merchant revenue, ensuring comprehensive support and improvement.
The Advanced Specialist, Merchant Sentiment SME is the front-line team's first line of escalation for challenging situations and questions!
About the Role
The Advanced Specialist, Merchant Sentiment SME role will elevate the experience of our highest-value merchants as we scale our last-mile logistics platform. In this pivotal role, you will collaborate closely with Strategy & Ops, Leadership and Merchant Sentiment Advanced Specialists to address pressing challenges, enhance overall merchant satisfaction, and optimize support workflows.
You will help cultivate and nurture long-term relationships with key merchants and teammates by providing exceptional support, strategic problem-solving, and tailored solutions, such as suggesting specific KBs/workflows or taking over particularly challenging situations.
You will serve as the primary escalation contact for Merchant Sentiment Specialists, working closely with them and their internal DoorDash AOs to pull specific reporting, coach on workflow/KB adherence, address Merchant Sentiment Specialists process questions in real-time, and improve the overall employee support experience.
You will collect and analyze end-user feedback to drive continuous improvement in merchant support, contributing to developing a standout support experience that differentiates DoorDash in the industry.
You will be analytical, results-driven, and experienced in delivering effective communication and solutions. Your efforts will help establish DoorDash’s Merchant support as a high-quality, white-glove experience that sets us apart in the marketplace.
You’re excited about this opportunity because you will…
- Communicate, collaborate, and troubleshoot top Merchant pain points alongside Merchant Sentiment Specialists.
- Provide guidance and support to each Merchant Sentiment Specialist Team across multiple books of business on the most challenging cases.
- Build relationships with DD Merchants by being our Merchant Sentiment Specialists' primary contact and expert.
- Promote retention and long-term Merchant success through regular outreach to Merchants who have provided feedback to DoorDash.
- Partner with internal stakeholders (including supervisors and cross-functional partners) to improve team workflows, tools, and processes.
- Prioritize and escalate issues in partnership with diverse teams
- Leverage your expertise in how DoorDash's processes and resources work and how to use them to promote positive outcomes for our Merchants
- Identify common trends in Merchant feedback, highlight gaps, and help assess possible solutions with leadership.
We’re excited about you because…
- 1-2+ years of internal customer service experience
- You have 3+ years of experience in a high-volume support center, customer support, or other high-volume support-related field.
- Proficient with G Suite/Excel
- Experience handling inbound customer issue resolution using email, phone, and chat.
- 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.
- 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.
