Merchant Services Escalations Specialist

About the Team

The Merchant Onboarding Rescue & Escalation team specializes in resolving onboarding issues and blockers for our merchants through pathways such as JIRA tickets, queue work, and slack escalations. We utilize various support modalities such as tickets, emails, text, and phone calls. By partnering closely with cross functional teams such as Sales, Vendor Management, Account Owners, and other internal DRIs, we ensure that we are providing a best-in-class service to both our internal stakeholders as well as our onboarding merchant partners.

About the Role

Our Merchant Ops Escalations Specialists have the opportunity to help merchants and internal partners unblock and resolve escalated onboarding and activation issues. This team consists of skilled communicators, listeners, and problem-solvers who help get our merchants back on track, and re-build trust in DoorDash as a trusted partner in helping them grow their business. This team will have the unique opportunity to identify and resolve onboarding and activation issues for their merchants. This role is hybrid with required in-office days, and candidates may be required to work either Saturday or Sunday shifts.

You're excited about this opportunity because you will...

• Resolve high visibility escalated Merchant activations cases through various support modalities which may include email, tickets, text, & phone
• Investigate case details to determine the root cause of case escalations; develop sets of recommendation to prevent future escalations
• Communicate quickly, concisely, and effective with internal and external stakeholders
• Synthesize complex problems & issues into actionable, easy to understand resolutions & recommendations
• Complete thorough documentation and notation on merchant contacts to help identify trends
• Provide best-in-class support to our merchants

We're excited about you because...

• You have a proven ability to develop customer empathy and articulate customer problems
• Strong written and verbal communication skills, including ability to confidently advocate for customers with internal stakeholders with diplomacy
• Must work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
• You are motivated by a challenge, and you approach problems with a positive attitude
• You remain calm under pressure! You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situation
• Demonstrated ability to adapt and thrive in a constantly evolving environment.

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 experiences.

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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, 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. Above and beyond discrimination and harassment based on "protected categories," we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce - people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.

Client-provided location(s): Tempe, AZ

Job ID: DoorDash-7117134

Employment Type: OTHER

Posted: 2025-08-22T19:14:15