Merchant Experience Partner

About the Role

The Merchant Experience Partner (MXP) is responsible for managing comprehensive, personalized relationships with top-tier merchants, including those in Restaurant and New Vertical categories such as grocery, alcohol, convenience, and retail. This role transcends typical reactive customer support by proactively identifying and addressing merchant issues before they escalate, while contributing innovative ideas and influencing operational strategies.

Key Responsibilities

• Develop and maintain strong, collaborative partnerships with assigned merchants and internal Account Owners, managing a dedicated merchant portfolio.
• Handle complex, high-touch case management with a white-glove approach from start to finish.
• Proactively detect and resolve merchant concerns ahead of their surfacing.
• Serve as a representative for Merchant Support internally and externally, offering insights to drive process improvements.
• Contribute innovative ideas to evolve merchant engagement and support methodologies.
• Prioritize merchants commercially based on revenue potential, expansion opportunities, and advocacy, rather than simple queue order.
• Effectively balance multiple priorities and deadlines across diverse stakeholder groups.

Required Qualifications and Skills

• Minimum of two years’ experience in Account Management, Customer Success, or B2B Customer Support.
• Strong curiosity and analytical skills with a natural ability to identify patterns and focus on problem-solving beyond ticket resolution.
• Excellent, empathetic, and concise communication skills.
• Proven ability to manage several accounts efficiently, demonstrating organizational, prioritization, and time management skills.
• Proactive mindset with a willingness to challenge existing processes and seek improvements.
• Growth-oriented attitude with eagerness to acquire new knowledge continuously.
• Experience working in service environments that emphasize service level and quality metrics.
• Motivation to learn and utilize new tools such as Gemini, Athena (an in-house AI tool), Claude, and others.
• Self-awareness regarding professional strengths and development areas, actively seeking skill enhancement.
• Comfort in combining merchant engagement with data analysis and strategic planning.
• Desirable but not mandatory: Background in food technology, hospitality, marketplaces, or SaaS industries.

Working Arrangements

The role initially requires full-time, onsite attendance during the training period, five days a week. After training, it transitions into a hybrid schedule with three in-office days per week: Monday, Thursday, and one additional day of the candidate’s choice.

About DoorDash

DoorDash empowers local economies by offering fast, reliable services that span beyond food delivery to encompass a broad range of goods. As a rapidly growing technology and logistics company, DoorDash values innovation, quick learning, and empathy for its diverse user base, including Dashers, merchant partners, and customers. The company promotes diversity, equity, and inclusion, providing an environment where all team members can thrive and contribute.

Diversity and Inclusion Commitment

DoorDash fosters a diverse and inclusive workplace by valuing people from various backgrounds and experiences. The company is dedicated to providing tools, resources, and opportunities to ensure everyone can excel and innovate effectively.

Important Notes

If accommodations are required during the recruitment process, candidates should notify their recruiting contact at the earliest opportunity. DoorDash warns against recruitment scams and confirms it does not request payment or sensitive financial information during hiring.