Subject Matter Expert, MXO Merchant Support

The mission of the Merchant Support team is to make DoorDash the delivery platform of choice for local, regional and enterprise merchants by ensuring we provide the best live support in the industry, from onboarding questions to ongoing store support, urgent troubleshooting, and assistance navigating our product offerings. This involves not only providing support to end users on our platform, but also identifying opportunities for improvement across the Merchant journey and surfacing these insights to cross-functional teams.

The Subject Matter Expert (SME) supports Drive Escalated Support teammates by providing real-time guidance on phone calls and casework to ensure accurate workflows, effective resolution, and a strong customer experience. SMEs use tools such as (but not limited to) Slack and Zoom to educate and support teammates daily.

In this role, you will investigate and resolve complex issues, stay current on best practices, and identify process gaps or inefficiencies, escalating when appropriate. You will own end-to-end merchant support by answering teammate questions, removing roadblocks, and partnering cross-functionally using an involve, inform, and consult approach to track merchant issues and knowledge gaps.

SMEs analyze trends and audit results to improve operational efficiency and ensure issues are handled accurately and in a timely manner. You will leverage available tools and escalation channels to make empowered decisions that balance merchant needs and business outcomes. Successful SMEs are strong communicators who are detail-oriented, adaptable, and passionate about delivering high-quality support.

This role reports to a support leader and works closely with a team of peer SMEs. This role requires in-office presence at the DoorDash corporate office in Tempe. Candidates must live within 50 miles of the office. In-office requirements are determined by business needs and may change over time.

Note: We are a 24 hour/365 day operation. Subject Matter Experts will be assigned a schedule that may include evenings, weekends, and holidays. These schedules will be adjusted periodically to meet the needs of our business.

You're Excited About This Opportunity Because You Will

• Partner cross-functionally with stakeholders across Merchant Experience, Sales, and other teams to resolve issues and improve products, services, processes, and policies.
• Develop and maintain deep subject-matter expertise in DoorDash's Merchant Support processes, systems, policies, and resources, staying current on changes that impact teammates and customers.
• Investigate and resolve escalated merchant cases across real-time support channels using sound judgment and thorough analysis.
• Leverage data, workflow documentation, and internal tools to identify trends, uncover insights, and develop creative solutions to new or complex issues.
• Share insights through end-of-shift reporting to keep peers informed of call drivers, known issues, bugs, and emerging trends.
• Support team growth by guiding others toward solutions, building confidence, and fostering a culture of ownership, excellence, and continuous feedback.
• Identify operational gaps, bottlenecks, and inefficiencies, and collaborate with partners to drive meaningful improvements.
• Balance day-to-day escalated support with contributing to and leading short- and long-term projects focused on process and operational improvements, tooling enhancements, training, and cross-functional initiatives.

We're Excited About You Because

• 6 months to 1 year of experience at DoorDash preferred, with top 10% performance in the current LOB
• Minimum of 3 years of operations or customer service experience, demonstrating strong ownership
• Experience handling escalated and complex customer issues via phone, email, or chat
• Acts as a mentor by answering questions and sharing knowledge with teammates
• Consistently achieves a QA score of 90% or higher
• Strong problem-solving skills with the ability to identify workflow gaps and leverage appropriate resources and escalation paths
• Collaborative team player who partners with other teams to ensure shared knowledge and consistent workflows
• Customer-focused mindset with a passion for helping customers succeed
• Self-motivated, adaptable, and able to perform at a high level in a fast-paced, evolving environment
• Proven ability to analyze data and surface insights to drive informed decisions
• Proficiency with Google Workspace (including Sheets), Salesforce, and data analytics tools; SQL experience preferred

Why You Should Join Us

• Opportunity to lead and inspire teams to achieve continuous improvement
• Collaboration with cross-functional partners to drive process enhancements
• A dynamic and fast-paced work environment where personal and professional growth are encouraged
• Impactful role in resolving high-visibility escalations and enhancing stakeholder experience.

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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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.