Merchant Sentiment Specialist

About the Role
We're looking for a Merchant Sentiment Specialist (MSS) to support DoorDash's highest-value merchant partners through personalized, relationship-driven service. This role serves as a trusted point of contact for complex or sensitive issues that meaningfully impact merchant sentiment.

You'll take a thoughtful, human-centered approach to each interaction, owning concerns from start to finish, partnering across teams when needed, and helping merchants feel confident in their partnership with DoorDash. You'll bring curiosity, empathy, and sound judgment to situations that may not always have a clear process.

This role is part of a growing and evolving premium support program, offering opportunities to help shape new tools, workflows, and best practices.

You're Excited About This Opportunity Because You Will

• Serve as a consistent point of contact for assigned merchants, helping them feel supported and confident in their partnership with DoorDash.
• Build trust through clear communication, anticipation of needs, and dependable follow-through.
• Offer personalized guidance when situations require flexibility beyond standard procedures.
• Use phone, Zoom, email, and other tools comfortably to communicate in whatever way best supports the merchant.
• Independently guide merchant issues to resolution while collaborating thoughtfully with cross-functional partners.
• Approach challenges with curiosity, patience, and strong judgment, helping merchants feel heard and cared for.
• Balance timely support with accurate, empathetic, high-quality problem-solving.
• Maintain professionalism and discretion when navigating sensitive or high-impact situations.
• Apply creativity while honoring policy, data privacy, and compliance expectations.
• Partner closely with Sales, Account Owners, Operations, and other teams to provide coordinated, seamless support.
• Navigate internal systems confidently and document interactions clearly to ensure continuity and quality.
• Communicate updates in a way that brings clarity and fosters alignment across teams.
• Stay adaptable as tools, processes, and metrics evolve, and engage fully in onboarding and ongoing training.
• Participate in pilots for new workflows or technologies and offer constructive feedback.
• Contribute to a positive team culture through idea-sharing, collaboration, and continuous improvement.
• Work a schedule aligned with core merchant business hours, with some flexibility to accommodate partners across time zones.

We're Excited About You Because

• You take pride in following through and ensuring merchants feel supported from start to finish.
• You're comfortable adapting when processes evolve or when information is limited.
• You build rapport naturally and bring a cooperative mindset to internal and external conversations.
• You are energized by new challenges, evolving priorities, and opportunities to experiment.
• A strong commitment to delivering high-quality work as an individual contributor within your team.
• Communicate comfortably across phone, Zoom, email, and other modalities, choosing the approach that feels most supportive for each interaction.
• Effective problem-solving skills, capable of addressing complex challenges or escalations.
• Strong communication skills, allowing you to actively contribute to team initiatives by sharing feedback and ideas.
• Willingness to participate in projects related to process improvements and fostering a positive team culture.

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.