Supervisor, Merchant Experience
DoorDash
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 Merchants enrolled in this program - providing white-glove, personalized service, and support. Our mission is to build trust, increase merchant satisfaction while promoting advocacy, and long-term partners.
About the Role
The Supervisor, Merchant Experience plays a critical role in ensuring the success of our Merchant partners across the DoorDash platform. As an expert in all things Merchant, you’ll be responsible for coaching and leading a team to deliver an exceptional support experience that is both empathetic and personalized. Strong leadership skills, including experience managing people and metrics, are essential for this role. As a Supervisor you’ll also be responsible for providing an increased level of partnership to escalate and investigate complicated issues.This is a hybrid role with 3 days in-office and 2 days remote.
You’re excited about this opportunity because you will…
- Manage a team of 10-13 Merchant Experience Partners to hit metrics, while also promoting a culture of pride, care, and enthusiasm for the work they're doing.
- Report on team performance to leadership weekly; create open communication channels that share wins and challenges.
- Work with DoorDash's Merchant Support Operations, Partner Integrations and Live Operations teams to implement outstanding support.
- Be a liaison between DoorDash, Merchants and our teams for escalated issues.
- 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.
- Monitor, review and assess CSAT and NPS responses to identify areas of opportunity and feedback for Merchant Experience Partners.
- Create performance improvement and career development plans for each member of your team.
We’re excited about you because…
- You have 4+ years of relevant work experience, with at least 2+ years of experience managing people.
- You have experience achieving deliverables on a small to medium sized team.
- You are as comfortable operating from a 30k foot level as you are at the micro-granular level.
- You have knowledge of Salesforce, Sigma, and Excel (can maintain complex spreadsheets)/Google Sheets. You have experience pulling data and using data to influence your decisions.
- You have familiarity with working with large, diverse customer support, operations, and sales organizations.
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.
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.