Enterprise Support Specialist
Job Description:
- Manage inbound support tickets across chat, email, phone, and SMS
- Troubleshoot and resolve customer issues end to end with clear communication and follow up
- Escalate complex or high impact issues with complete context and proper documentation
- Deliver high quality, empathetic, and efficient customer support
- Follow established workflows, processes, and quality standards
- Partner with teammates and cross functional teams to resolve issues
- Identify recurring issues and flag opportunities to improve workflows or documentation
- Support DoorDash Commerce Platform products that help merchants grow through first-party channels
- Report to the Senior Support Supervisor within the Merchant Success Operations team
Requirements:
- 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment
- Strong written and verbal communication skills
- Experience handling customer issues end to end, including troubleshooting and follow up
- Ability to manage multiple priorities in a fast paced, queue based environment
- Sound judgment in deciding when to resolve independently versus escalate
- Experience handling escalations or frustrated customers with professionalism and empathy
- Familiarity with ticketing platforms such as Intercom, Zendesk, or similar systems
- Strong attention to detail and ability to maintain clear and accurate case documentation
Benefits:
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off
- Paid sick leave in compliance with applicable laws
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic life insurance
- Family-forming assistance
- Mental health program
- Flexible paid time off/vacation for salaried roles
- Vacation accrued for hourly roles
- Comprehensive benefits and perks including premium healthcare
- Wellness expense reimbursement