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
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