Customer Experience Partner

3 days ago

Brisbane, Queensland, Australia beBeeMerchant Full time $75,000 - $100,000
Customer Experience Advocate

As a core component of our operations teams, Customer Experience and Support Operations ensures that when there are bumps in the last mile, there's always someone there to help make things right. Our team designs and manages DoorDash's large and growing global network of support centers to create the best customer experiences, with the ultimate goal of delivering an outstanding customer experience as reliably as possible.

We're looking for experienced professionals to partner with our highest-value merchants to help solve their most pressing issues and provide the opportunity to improve their overall merchant experience as we continue to increase our last-mile logistics platform.

As a key member of the Merchant Experience team, you'll play a crucial role by providing our merchants with direct support and focusing your efforts on ensuring overall merchant success on the DoorDash platform. You'll build long-lasting relationships through excellent customer service and strategic problem-solving.

You'll work with Account Owners and own a book of business as their primary point of contact. You'll be part of a program to shape support as a differentiator in the marketplace through high-quality, white-glove service.

Key Responsibilities
  • Collaborate and troubleshoot important issues for merchants
  • Build relationships with merchant partners by being the main contact and expert for a portfolio of merchants spanning enterprise and small- to medium-sized businesses
  • Promote retention and overall merchant success through white-glove service
  • Prioritize and escalate issues in partnership with our teams
  • Manage conflicting deadlines, ensuring cross-functional collaboration
  • Have a solutions-focused mindset, promoting merchant success above all else
  • Validate and track merchant feedback to inform updates to our products and tools
Requirements
  • 2+ years of experience in customer success, account management, or customer support
  • Proficiency in Microsoft suite/G-Suite
  • Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
  • Experience advocating for customer experience within a team or initiative
  • You love thinking about new opportunities for process improvement

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