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About the Team
DoorDash Support doesn’t stop at solving live order issues. The Merchant Experience team at DoorDash serves as a single-contact for Merchant partners enrolled in this program – providing white-glove, personalised support. Our mission is to build trust, increase merchant satisfaction while promoting advocacy, and long-term partners.
About the Role
The Supervisor, Merchant Experience helps ensure the success of our Merchant partners across both the DoorDash and Caviar platforms. As an expert in all things Merchant, you’ll lead a team to deliver a support experience that is both empathetic and personalised. Skills, including experience managing people and metrics, are necessary for this role. As a Supervisor you’ll also provide an increased level of partnership to escalate and investigate complicated issues.
You will report into Manager, Merchant Experience on our Merchant Experience team in our CXI organisation. Once our offices reopen, we expect this role to be hybrid with some time in-office and some time remote.
Key responsibilities:
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Manage a team of 15-18 Merchant Experience Partners to hit metrics, while also promoting a culture of pride, care, and enthusiasm for the work they’re doing.
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Report on team performance to leadership weekly; create open communication channels that share wins and challenges.
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Work with DoorDash’s Merchant Support Operations, Partner Integrations and Live Operations teams to implement outstanding support.
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Be a liaison between DoorDash, Merchants and our teams for escalated issues.
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Be a point of escalation from Merchant partners such as Enterprise Partner Managers or Engagement Managers with a willingness to find a solution at all costs.
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Monitor, review and assess CSAT and NPS responses to identify areas of opportunity and feedback for Merchant Experience Partners.
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Create performance improvement and career development plans for each member of your team.
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Become an expert across all-things-Merchant at DoorDash. This includes our sister-platform, Caviar.
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You’re excited about this opportunity because you will…
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You have 2+ years of experience in any of the following and are eager to broaden your skills in the others: contact center operations, customer/merchant/brand Experience, process improvement, project management, account management.
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You enjoy building new processes and optimizing operations from the ground up. You understand grey area, risk, and are comfortable working and producing measurable results.
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You are as passionate about Operations as you are about the Customer/Merchant Experience, and on top of that, you enjoy managing a team and promoting talent.
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You think about scalable processes and long-term vision and build the infrastructure to get there.
We’re excited about you because…
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You have 4+ years of relevant work experience, with at least 2 years of experience managing people.
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You have experience achieving deliverables on a small to medium sized team.
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You have experience participating in projects.
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You are as comfortable operating from a high as you are at the micro-granular level.
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You’re curious, always learning, and eager to find out the “why”.
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You’re passionate about our business.
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You have experience pulling data and using data to influence your decisions.
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You have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets)/Google Sheets.
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You have experience in the tech, restaurant, or logistics industries.
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You have familiarity with working with large, diverse customer support, operations, and sales organisations.
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.
If you need any accommodations, please inform your recruiting contact upon initial connection.
