DoorDash is looking for a Merchant Sentiment Specialist to serve as a trusted point of contact for our highest-value merchant partners. In this role, you will provide personalized, relationship-driven service to resolve complex or sensitive issues that impact merchant sentiment, helping partners feel confident and supported in their partnership.

What You'll Do

Serve as a consistent point of contact for assigned merchants, helping them feel supported and confident.
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 the way best supporting 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.

What We're Looking For

Take pride in following through and ensuring merchants feel supported from start to finish.
Comfortable adapting when processes evolve or when information is limited.
Build rapport naturally and bring a cooperative mindset to internal and external conversations.
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 most supportive approach 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.

Team & Environment

You will be part of the Merchant Experience Operations (MXO) team and a growing premium support program.

Benefits & Compensation

Comprehensive benefits and perks including premium healthcare
Wellness expense reimbursement
Paid parental leave

Work Mode

This role is based in Tempe, AZ.

DoorDash is an equal opportunity employer committed to growing and empowering a more inclusive community. We hire and cultivate diverse teams from all backgrounds, experiences, and perspectives. We believe true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. No employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status.