About this role
About our Organization
Our Merchant Experience Ops team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless experience to merchants on our platform. The New Verticals team sits within the Merchant Experience Organization and is one of DoorDash’s new exciting initiatives. As DoorDash grows to be a market leader in on-demand restaurant delivery, the opportunity is clear for new horizons and new products to expand our scope in the Retail space.
About the Team
Our New Verticals Merchant Sentiment team 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, with the ultimate goal of delivering an exceptional customer experience as efficiently and reliably as possible to our merchants.
This team meticulously optimizes the Managed Merchant interface across all facets of the DoorDash platform. They handle everything from setting up essential account information like bank routing to helping merchants update and expand their inventory and ensure their POS integration system is operating effectively.. Additionally, they actively participate in quarterly business reviews to measure and enhance Managed Merchant revenue, ensuring continuous comprehensive support and improvement.
This role will be assigned a schedule that may include evenings and weekends. These schedules will be adjusted periodically to meet the needs of our business and our merchants.
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.
About the Role
We are searching for a Merchant Sentiment Specialist to work with our New Vertical Merchants, both managed and unmanaged, solving their most pressing challenges and creating opportunities to improve their overall experience as we continue to scale our last-mile logistics platform.
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.
As a Merchant Sentiment Specialist, you will partner with Account Owners (AO) to ensure overall Merchant success on the DoorDash platform through proactive and reactive contacts. This includes but is not limited to weekly syncs with your AO partners and recurring meetings with the Managed Merchants on your assigned roster.
You will develop long-term relationships with our highest-value/volume Managed Merchants by providing excellent customer service, relationship management, and st