Premium Resolution Partner (PRP)

Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows both in scale and scope of offering, the strength of our merchant services engine must grow with it.

We are looking for a Premium Resolution Partner to provide a best-in-class support experience to Merchants who need it most. As a Premium Resolution Partner, you will serve as a Merchant’s direct point of contact, and guide them while they navigate highly complex issues. You will leave no stone unturned getting to the root of problems Merchants experience, and are empowered to make it right. Not only will you partner with our Merchants, but you will work with Account Owners, Product, and Strategy teams - serving as the voice of Merchant and advocating for their needs. 

• Own end-to-end management of executive-level merchant escalations, ensuring swift, balanced, and empathetic resolutions.
• Partner closely with the cross functional teams to develop competency in core workflows tools to effectively resolve critical merchant escalations
• Get to the lowest level of detail while strategically solving Merchant problems - you aren’t afraid to get into the weeds, escalate issues, and relentlessly advocate for the needs of the Merchant you serve 
• You are excited to interact & build strong relationships with Merchants through various channels (phone, video-calling, texting, email etc) - meeting the Merchant where they are and serving their needs 
• Leverage a proactive approach to Merchant success by anticipating issues, strategizing on solutions, and recommending specific actions to your cross-functional partners and Mx to ensure defect-free experiences
• Work directly with Merchants daily, helping to ensure flawless experiences
• Develop an expertise in how DoorDash's systems and resources work, and how to use them to promote positive outcomes for our Merchants
• Provide a best-in-class service experience to Merchants - you are the reason a Merchant loves working with DoorDash
• Operate independently and exercise exceptional judgment in high-stakes, ambiguous situations
• Develop reporting and insights for senior leadership, surfacing patterns and recommending systemic improvements.

• You have 2 years of experience with account management, customer support, retail, hospitality or in related field

• You can quickly learn and leverage new tools to investigate and resolve merchant issues accurately.

• You demonstrate sound judgment on when to resolve, when to escalate, and how to gather the right context for cross-functional teams.

• You excel at cross functional communication and collaboration

• College degree or equivalent experience

• Qualifications include Salesforce (or other CRM software), Microsoft suite and 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 have experience in an account management or customer service role--you love helping people

• You excel at building relationships

• You excel at determining prioritization