About the Team Our Merchant Services team lies at the heart and soul of DoorDash, ensuring that we set all of our merchants up for success by providing a seamless onboarding, menu, and photo experience. As DoorDash grows both in scale and scope of offering, the strength of our merchant services engine must grow with it. The Premium Resolution Partner team plays a pivotal role in this evolution by managing highly complex issues, adapting to changing business needs, and owning strategically significant processes, primarily related to Merchant Change of Ownership (COO) requests. About the Role We are looking for a Premium Resolution Partner to provide a best-in-class support experience to Merchants who need it most. As a Premium Resolution Partner, you will serve as a Merchant’s direct point of contact, guiding them as they navigate multifaceted, often highly complex problems, with a focus on Change of Ownership (COO) requests. These and similar requests require the exercise of discretion in determining which problems require high-touch solutions, a deep understanding of our internal systems, policies, and partners, as well as the ability to apply strategic problem-solving and independent judgment to ensure optimal outcomes. As the end-to-end owner of these requests, not only will you partner closely with our Merchants, but you will also work with Account Owners, Product, and Strategy teams - identifying and advocating for Merchants’ needs, as well as proactively proposing improvements to internal processes. You will ensure that the Merchant voice informs key operational decisions. As an agile thinker, you’ll be prepared to pivot from COO responsibilities to other challenging escalations and non-COO duties as the business evolves. In the future, you may also handle some of DoorDash’s most intricate Merchant escalations, showcasing your versatility, adaptability, and ability to guide the organization through complex, high-impact changes. By joining this team, you will help shape support as a strategic differentiator in the marketplace. Your contributions will not only promote Merchant success but also influence broader business strategies, internal workflows, and product enhancements, solidifying your role as an integral and trusted advisor within DoorDash. You’re excited about this opportunity because you will… + Select and Own Merchant Cases: As a Single Point of Ownership for Merchants, you will select the most complex cases to solve, and work them end to end, resolving only when all parties, including cross functional partners, have completed requirements and the merchant has agreed the issue is resolved. + Serve as a Strategic Advisor: Develop subject matter expertise in handling Change of Ownership (COO) scenarios, ensuring Merchants are guided with precision and care through an intricate transition process. + Adapt and Overcome: Anticipate potential issues, execute strategic problem-solving tactics, and pivot to non-COO related responsibilities as business needs evolve, including the future management of the company’s most complex, high-level escalations. + Build Strong Relationships: Interact and build long-term partnerships with Merchants through multiple channels (phone, video-calling, text, email), meeting them where they are and delivering white-glove service that influences their overall experience with DoorDash. + Provide Proactive Recommendations: Leverage insights from challenging Merchant scenarios to propose targeted improvements to product, policy, and support processes, acting as a liaison between Merchants and internal teams. + Drive Merchant Centric Innovation: Collaborate with Product, Strategy, and Account Management teams to surface key themes, develop long-term solutions, and ensure that policies, tools, and systems evolve to better serve Merchant needs. + Influence Business Operations: Apply critical thinking to inform operational decisions, introduce scalable improvements, and guide DoorDash towards defect free, differentiated support offerings. We’re excited about you because… + You have 3-5 years of experience in account management, customer support, retail, hospitality, or a related field where you exercised judgment and influenced outcomes. + You excel at complex problem-solving and have experience tackling multifaceted issues that require detailed analysis, strategic thinking, and strong communication skills. + You have demonstrated the ability to adapt quickly, shifting focus from one set of responsibilities (e.g., COO) to handling the most difficult and intricate escalations as needs arise. + You’re comfortable serving as an advisor and advocate for customers, influencing internal stakeholders and ensuring a consistent, high-quality merchant experience. + You excel at determining prioritization, navigating ambiguous scenarios, and proactively recommending tailored solutions. + You bring expertise with Salesforce (or other CRM software), Microsoft suite, and G Suite—tools you will leverage to analyze data, streamline processes, and communicate effectively. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound (https://getcovey.com/product/covey-scout-inbound) from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound (https://getcovey.com/product/covey-scout-inbound) again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey (https://getcovey.com/nyc-local-law-144) About DoorDash 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 with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods. 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion 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. Statement of Non-Discrimination : In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial connection.