Merchant Sentiment Specialist, Mx Experience Operations (MSS)

<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34&amp;e=22630&amp;t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181&amp;utm_ptz=EST&amp;utm_rqt=track" alt="" width="1"></p></div><h2>About the Role</h2> <p>We’re looking for a <strong>customer-obsessed Merchant Sentiment Specialist (MSS)</strong> to join our ANZ Merchant Experience team, supporting some of our highest-value Restaurant and New Vertical merchants across grocery, alcohol, convenience and retail.</p> <p><strong>Today, this is a hands-on, case and ticket-based Support role.</strong> You'll manage merchant issues end to end, working with pace, accuracy and a high standard of service across a busy portfolio.</p> <p>But we're <strong>turning the tide on how we deliver that service</strong>.</p> <p>Our ambition is to move beyond predominantly reactive ticket support towards <strong>deeper, more proactive problem solving</strong> — understanding root causes, spotting patterns, bringing the right people together and preventing issues from recurring.</p> <p>That transition won't happen overnight. You'll be joining us <strong>in the middle of that evolution</strong>, with an opportunity to help shape how we deliver Merchant Service in ANZ and take on increasingly complex problems over time.</p> <p>We're looking for people who are <strong>curious, coachable and willing to stretch</strong>. You don't need to have every skill on day one — we're more interested in your mindset, judgement and willingness to learn and grow.</p> <h2><strong>You’re excited about this opportunity because you will…</strong></h2> <ul> <li><strong>Be a Champion of Service &amp; Support</strong> — deliver a consistently high-quality, white-glove experience and advocate for our merchants across DoorDash.</li> <li><strong>Own your Book of Business (BOB)</strong> — manage a dedicated portfolio of merchant cases and prioritise your time based on revenue value, expansion opportunity and advocacy potential, rather than FIFO.</li> <li><strong>Solve beyond the ticket</strong> — take ownership of complex issues, investigate root causes and connect the right people to drive the best outcome.</li> <li><strong>Work cross-functionally</strong> — partner with Sales, Operations, Product and Support to solve merchant problems and improve the experience.</li> <li><strong>Turn insights into action</strong> — identify recurring issues and opportunities, and help improve how we work and serve our merchants.</li> <li><strong>Help shape what’s next</strong> — bring ideas, challenge the status quo and contribute to the evolution of our service model.</li> <li><strong>Grow your scope</strong> — build your confidence and capability across stakeholder management, commercial thinking, problem-solving and service leadership.</li> </ul> <h2><strong>We’re excited about you because you…</strong></h2> <ul> <li>Have <strong>2+ years’ experience in SaaS, Tech or a fast-paced customer-facing environment</strong>, across customer success, account management, support, operations or a similar role.</li> <li>Are <strong>customer-obsessed and service-oriented</strong>, with a willingness to hustle to get the right outcome.</li> <li>Are <strong>naturally curious</strong> — you ask “why?”, look for patterns and want to solve problems, not just close tickets.</li> <li>Bring <strong>good judgement and maturity</strong> — you're comfortable navigating ambiguity, making decisions and knowing when to act or escalate.</li> <li>Communicate with <strong>clarity, empathy and confidence</strong>, and are willing to develop your stakeholder management and presentation skills over time.</li> <li>Are <strong>organised and adaptable</strong>, with the ability to manage a Book of Business across competing customers, cases and deadlines.</li> <li>Have a <strong>growth mindset</strong> — you're self-aware, receptive to feedback and motivated to learn, stretch and build new skills.</li> <li>Are comfortable working within <strong>quality, productivity and operational expectations</strong>.</li> <li>Are <strong>tech-curious</strong> and excited to learn new tools, including Astra, Claude, Snowflake and other AI and data tools.</li> <li>Bring strong <strong>attention to detail and operational rigour</strong>, particularly when handling sensitive customer or financial information.</li> <li>Look for opportunities to <strong>improve how things work</strong>, rather than simply working around process gaps.</li> </ul> <h3><strong>Nice to have</strong></h3> <ul> <li>Experience in <strong>marketplaces, hospitality, retail, fintech or payments</strong>.</li> <li>Experience supporting <strong>Enterprise, Mid-Market or SMB customers</strong>.</li> <li>Commercial experience across <strong>Sales, Business Development, Account Management or Sales Enablement</strong>.</li> <li>Experience using <strong>data or analytics</strong> to identify trends, diagnose problems or improve customer outcomes.</li> <li>Experience driving <strong>process or service improvements</strong>.</li> </ul><div class="content-conclusion"><h1><strong>About DoorDash</strong></h1> <p>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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.<br><br>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.</p> <h1><strong>Our Commitment to Diversity and Inclusion</strong></h1> <p><span style="font-weight: 400;">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.&nbsp;</span></p> <p><span style="font-weight: 400;">If you need any accommodations, please inform your recruiting contact upon initial connection.</span></p> <p><em>Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at <span class="_80om1qgj _1e0c1nu9" data-testid="smart-link-draggable-inline"><span class="loader-wrapper"><span class="hover-card-trigger-wrapper" data-testid="hover-card-trigger-wrapper"><a class="_1yt4x7n9 _2rko1ssi _v56415x0 _1e0c1nu9 _16d9qvcn _syaz13af _1rkwglyw _4cvx1w55 _19itia51 _bfhkhp5a _1a3b18uv _4fprglyw _5goinqa1 _9oik18uv _1bnxglyw _jf4cnqa1 _1nrm18uv _c2waglyw _1iohnqa1 _uizt1kdv _nt751r31 _49pcglyw _1hvw1o36 _1372tlke _7ehiw5lj _1j5pglyw _1di615s3" href="https://careersatdoordash.com/recruitment-scam-awareness" data-testid="inline-card-resolved-view"><span class="_19itglyw _vchhusvi _r06hglyw _o5721jtm _1nmz9jpi _16d9qvcn _ca0qv77o _u5f31b66 _n3tdv77o _19bv1b66" data-testid="inline-card-icon-and-title"><span class="_19itglyw _vchhusvi _r06hglyw">Recruitment Scam Awareness - DoorDash</span></span></a></span></span></span> .</em></p></div>