Enterprise Support Specialist
About the Team
DoorDash Commerce Platform is our restaurant software business, offering products such as online ordering, branded mobile apps, and loyalty solutions that help merchants grow through their own first party channels. Within this organization, the Merchant Success Operations team ensures restaurants have a smooth onboarding and launch experience and ongoing operational support.
The Online Ordering Support team plays a key role in this mission by helping restaurants operate their digital ordering experience day to day. We resolve issues quickly, strengthen operational standards, and improve how merchants experience our product.
About the Role
The Support Specialist is a frontline role supporting our Online Ordering product, specifically our Enterprise partners. Our customers are merchants, primarily restaurants, who rely on our platform to power their digital ordering experience. This role is responsible for resolving issues efficiently, maintaining high quality support interactions, and ensuring a reliable day to day experience for our merchants.
You will manage support tickets across channels, troubleshoot issues end to end, and partner with internal teams to drive resolution when needed. Your work will directly impact merchant success and operational performance.
You will be part of a team that is continuously improving how support operates. You will help maintain quality standards, follow established workflows, and identify opportunities to improve documentation and processes based on recurring issues.
You will report into the Senior Support Supervisor within the Merchant Success Operations team.
You’re excited about this opportunity because you will…
Manage inbound support tickets across channels including chat, email, phone, and SMS
Troubleshoot and resolve customer issues end to end with clear communication and follow up
Escalate complex or high impact issues with complete context and proper documentation
Deliver high quality, empathetic, and efficient customer support in every interaction
Follow established workflows, processes, and quality standards consistently
Partner with teammates and cross functional teams to resolve issues when needed
Identify recurring issues and flag opportunities to improve workflows or documentation
We’re excited about you because…
You have 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment
You have strong written and verbal communication skills and can clearly explain issues and resolutions
You have experience handling customer issues end to end, including troubleshooting and follow up
You are comfortable managing multiple priorities in a fast paced, queue based environment
You demonstrate sound judgment in deciding when to resolve independently versus escalate
You have experience handling escalations or frustrated customers with professionalism and empathy
You are familiar with ticketing platforms such as Intercom, Zendesk, or similar systems
You have strong attention to detail and maintain clear and accurate case documentation
Compensation
Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.
DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
To learn more about our benefits, visit our careers page here.
See below for paid time off details:
For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).
The national base pay range for this position within the United States, including Illinois and Colorado.
$48,000—$70,600 USD