Advanced Specialist, Merchant Sentiment

The Advanced Specialist, Merchant Sentiment at DoorDash is responsible for managing relationships with high-value Merchants, solving issues like payment and portal problems, and ensuring their success through proactive support. You will engage in communication with Account Owners on a regular basis to enhance Merchant interactions and address their challenges.

To qualify for the Advanced Specialist, Merchant Sentiment role at DoorDash, candidates should have at least 3 years of experience in a high-volume support environment, be proficient in CRM tools like Salesforce, and possess strong interpersonal skills. A Bachelor’s degree is preferred but not mandatory.

The Advanced Specialist, Merchant Sentiment contributes by acting as the main contact for Managed Merchants, offering proactive and reactive support, and building long-term relationships that foster Merchant health. This role is crucial in suggesting strategies like promotions and delivery radius expansions to ensure consistent performance.

At DoorDash, the work environment for the Advanced Specialist, Merchant Sentiment role is collaborative and dynamic. The position requires in-office presence, fostering teamwork and direct communication with peers and merchants alike, making it easier to problem-solve and contribute meaningfully.

Successful candidates for the Advanced Specialist, Merchant Sentiment position should possess strong analytical skills, proficiency with data interpretation, and excellent communication abilities. Being creative and proactive in solving issues also plays a critical role, as you'll be identifying areas for improvement in Merchant engagements.

In your response, highlight specific instances where you've successfully resolved issues in high-pressure settings, including metrics or feedback that demonstrate your efficiency and relational skills.

Discuss your strategies for maintaining relationships, emphasizing active listening, regular check-ins, and personalized support as key methods for ensuring their needs are met and their satisfaction is high.

Illustrate your step-by-step process for problem-solving, such as assessing the issue, collaborating with relevant teams, and communicating solutions clearly to the Merchant, showcasing your analytical and interpersonal skills.

Explain your proficiency with Salesforce or other CRM tools, including specific functionalities you've utilized, such as tracking Merchant interactions or analyzing performance metrics to inform your approach to support.

Discuss how exceptional customer service leads to improved Merchant relationships, retention, and overall satisfaction. Highlight the long-term benefits for DoorDash as a brand and for the Merchants you support.

Detail your methods for organization, such as using task management tools, setting timelines for responses, and prioritizing urgent issues to ensure all Merchant needs are addressed promptly.

Describe how you view feedback as a critical resource for improvement, and outline your process for escalating relevant feedback to your team while implementing actionable changes based on Merchant insights.

Share a specific story demonstrating your commitment to the Merchant’s needs, detailing how you successfully communicated their concerns and facilitated resolutions that benefited both the Merchant and DoorDash.

Offer innovative ideas such as enhanced communication channels, more personalized support, or leveraging data analytics to identify trends in Merchant issues, all of which align with improving the overall experience.

Express your enthusiasm for the blend of customer engagement and strategic problem-solving inherent in the role, alongside a desire to contribute to DoorDash's mission of empowering local economies.