Merchant Success Strategist

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $60,000 - $80,000
Merchant Experience Expert

As a crucial member of our operations team, you will play a key role in ensuring that merchants have a seamless experience with our platform. Our goal is to provide top-notch support and services to our merchants, enabling them to succeed on the DoorDash platform.

  • About the Role:

    We are seeking an experienced professional who can partner with our highest-value merchants to address their most pressing issues. As a Merchant Experience Expert, you will be responsible for providing exceptional customer service and strategic problem-solving skills to ensure merchant success.

    • You will collaborate and troubleshoot important issues for merchants via phone and web.
    • You will build long-lasting relationships with merchants by being the main contact and expert for a portfolio of merchants spanning enterprise and small-medium businesses.
    • You will promote retention and overall merchant success through white-glove service.
    • You will perform daily phone outreach to proactively resolve issues for merchants.
    • You will prioritize and escalate issues in partnership with our teams.
    • You will have a solutions-focused mindset, promoting merchant success above all else.
    • You will validate and track merchant feedback to inform updates to our products and tools.
Key Responsibilities:
  • Collaborate with merchants to understand their needs and provide tailored solutions.
  • Develop and maintain strong relationships with merchants to ensure their continued success on the platform.
  • Identify and address potential issues before they become major problems.
  • Provide regular updates and insights to stakeholders on merchant performance and progress.
What We're Looking For:
  • 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.

At DoorDash, we are committed to creating a workplace that reflects the diversity of our customers and the communities we serve. We believe that diverse perspectives and experiences are essential to building a world-class company and delivering outstanding results for our merchants and Dashers.

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