Merchant Services Team Supervisor

About the Team

Merchant Experience Operations (MXO) shapes the day-to-day experience for every restaurant and New Vertical partner on DoorDash. We guide merchants from onboarding through ongoing operations, delivering clarity, consistency, and trusted support at every step of the merchant lifecycle.

The Merchant Sentiment Specialist (MSS) team supports DoorDash's highest-value, most sensitive merchant relationships. This team focuses on complex, high-impact issues that directly influence long-term trust, retention, and partnership health. As DoorDash continues to scale and evolve, MSS plays a critical role in moving the merchant experience from reactive support to proactive, white-glove partnership.

About the Role

As a Supervisor, Merchant Sentiment Specialist, you will lead a team of Merchant Sentiment Specialists (MSS) responsible for supporting DoorDash's premium and high-sensitivity merchant partners. Your primary focus will be people leadership, performance management, and quality oversight, ensuring your team delivers empathetic, accurate, and high-impact support in moments that matter most to merchants.

• Lead, coach, and develop a team of Merchant Sentiment Specialists through regular 1:1s, performance feedback, and career development conversations
• Lead a team delivering a proactive, white-glove merchant experience, anticipating needs rather than reacting to issues.
• Own team performance against quality, sentiment, and operational metrics, ensuring alignment with departmental goals and expectations.
• Operate confidently in ambiguous situations, defining problems and action plans without waiting for prescriptive direction.
• Drive Specialists in navigating escalations and high-impact merchant issues, ensuring thoughtful resolution and clear communication - looking for early sentiment signals and upstream risks, reducing escalations before they happen.
• Foster a culture of empathy, accountability, and continuous improvement within a relationship-driven support environment.
• Partner closely with cross-functional teams (Sales, Account Owners, Operations, Product, etc.) to drive coordinated solutions for merchant issues.
• Identify trends in merchant sentiment, escalations, and workflows, and escalate insights to leadership with clear recommendations.
• Drive change management as tools, processes, and expectations evolve within a growing premium support program.
• Support onboarding and ongoing training to ensure Specialists are equipped to handle complex cases confidently and consistently.
• Contribute to pilots, new workflows, and process improvements aimed at improving merchant experience and team effectiveness.

• You have 3+ years of people management or supervisory experience, ideally in operations, support, or customer experience environments.
• You've led teams in proactive, white-glove support models, not just reactive issue resolution.
• You are a people-first leader who builds trust, psychological safety, and accountability.
• You demonstrate strong judgment and can coach through ambiguity and high-emotion situations when clear playbooks don't exist.
• You thrive in fast-paced, evolving environments and help teams stay grounded through change.
• You bring end-to-end ownership - when something lands with you, you see it through to full resolution.
• You are comfortable using AI tools to investigate data, identify trends, and improve execution for yourself and your team.
• You actively seek ways to simplify work and reduce manual effort, enabling focus on complex, high-judgment cases.
• You are highly organized and data-informed, able to track performance, identify trends, and prioritize effectively.
• You communicate clearly and collaborate effectively with frontline teams and cross-functional stakeholders.