The board
Opportunity
SupportOperations
Enterprise Support Specialist
DoorDash · 613 Platform Operations
- Pay
- $48,000–$70,600/hr
- Where
- Phoenix, AZ; New York, NY; San Francisco, CA; Los Angeles; CA, United States - Remote
- Posted
- Sep 15
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.
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.
What you'd do
- 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
What they want
- 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
- 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).