Doordash
Merchant Experience Partner
Our mission is to empower local economies shapes how our team members move quickly and always learn and reiterate to support merchants, Dashers and the communities we serve.
Sales and customer success
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Doordash
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. Our leaders seek the truth and welcome big, hairy, audacious questions. We are grounded in our company values, and we make intentional decisions that are both logical and display empathy for our range of users—from Dashers to Merchants to Customers.
About the role
About the Role
We are looking for Merchant Experience Partners to partner with our highest-value merchants to help solve their most pressing issues and provide the opportunity to improve their overall merchant experience as we continue to increase our last-mile logistics platform.
As a Merchant Experience Partner, you will play a crucial role within the Merchant Experience team by providing our merchants with a direct contact for all of their support needs and focusing your efforts on ensuring overall Merchant success on the DoorDash platform. You will build long-lasting relationships with our Merchants through excellent customer service and strategic problem-solving.
Not only will you partner with our Merchants, but you will work with Account Owners and own a book of business as their support contact. You will be a part of a program to shape support as a differentiator in the marketplace through high-quality, white-glove service.
You're excited about this opportunity because you will…
- Collaborate and troubleshoot important issues for Merchants via phone and web
- Build relationships with Merchant partners by being the main contact and expert for a portfolio of Merchants spanning Enterprise and small - medium businesses
- Promote retention and overall Merchant success through white-glove service
- Perform daily phone outreach to proactively resolve issues for Merchants
- Prioritise and escalate issues in partnership with our teams
- Managing conflicting deadlines, ensuring cross-functional collaboration
- Have a solutions-focussed mindset, promoting Merchant success above all else
- Validate and track Merchant feedback to inform updates to our products and tools
We're excited about you because you…
- 2+ years of experience in Customer success, account management, customer support
- Proficiency in Microsoft suite / G-Suite
- Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
- Experience advocating for customer experience within a team or initiative
- You love thinking about new opportunities for process improvement
What you'll be responsible for
- 💬
Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 👍🏼
Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
- 💼
Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Whether you’re signing on new Merchants or focused on Consumers, prepare for rapid growth and help us deliver excellence around the world.
The Sales Team is viewed as the heart and soul of DoorDash. On this team you'll own your part in our contribution to local economies and help DoorDash help top restaurants around the country grow and thrive. We operate with a high level of energy, supporting our partners and each other in our constant quest to deliver excellent service while fighting for more Merchants as we grow.