Merchant Subject Matter Expert

As a Merchant Subject Matter Expert at DoorDash, your primary responsibilities include providing escalated support for Drive Merchants, handling account management tasks, and troubleshooting various issues such as log-in problems and menu updates. You'll work with tools like Salesforce and Jira to efficiently resolve issues while also building strong relationships with merchant partners. Additionally, you will create documentation, oversee onboarding processes, and conduct investigative work to enhance the merchant experience.

To be considered for the Merchant Subject Matter Expert position at DoorDash, you should have at least 3 years of experience in a high-volume support center or similar field. Experience with customer support is vital, and a background in working with strategy and operations partners will be beneficial. While a High School Diploma or GED is required, a Bachelor’s Degree is preferred. Proficiency in Salesforce or other CRM software, along with strong communication skills, is essential for success in this role.

In the role of Merchant Subject Matter Expert at DoorDash, you'll use a variety of tools to manage merchant accounts and support needs. Key tools include Salesforce for customer relationship management, Jira for issue tracking, and various proprietary tools used for payment adjustments and merchant onboarding. Familiarity with Excel and SQL can also be significant assets in your daily responsibilities.

The culture within the Customer Experience and Integrity team at DoorDash is one of collaboration, connection, and continuous improvement. As a Merchant Subject Matter Expert, you will work closely with cross-functional teams and have the opportunity to build relationships with merchant partners. The emphasis on in-office interactions fosters a supportive work environment where problem-solving is encouraged and innovative solutions are celebrated.

The Merchant Subject Matter Expert role at DoorDash requires an in-office presence at the Tempe, AZ corporate office. Applicants must live within a commutable distance of 50 miles from the office. While there is flexibility in in-office days based on business needs, the position emphasizes the importance of face-to-face collaboration and relationship-building with colleagues and merchant partners.

In answering this question, highlight your past roles, specific tasks, and successes in high-pressure environments. Focus on your ability to manage multiple requests swiftly while maintaining quality support. Use specific examples to illustrate your problem-solving skills and how you positively impacted the team or organization.

Effective prioritization is key in this role. Discuss your process for assessing urgency versus importance, perhaps using tools like task management systems or simple to-do lists. Mention your ability to adapt to changes in priority based on merchant needs and business urgency, ensuring you represent DoorDash well.

Talk about your experience with key tools mentioned in the job description, such as Salesforce, Jira, or Excel. Share specific instances where you effectively utilized these tools to enhance customer relations, track issues, or generate reports that aided in decision-making.

Use the STAR method (Situation, Task, Action, Result) to structure your answer. Clearly articulate a challenging scenario you faced, the steps you took to resolve it, and the positive outcomes from your actions. Demonstrating your ability to think critically and communicate effectively is crucial.

Discuss your approach to customer service, emphasizing relationship-building, proactive communication, and your commitment to understanding merchants' unique needs. Highlight any previous experiences where you improved customer satisfaction or loyalty through personalized support.

Explain your conflict resolution strategy, focusing on active listening, seeking to understand different perspectives, and striving for collaborative solutions. Provide an example of a past conflict you navigated successfully to reinforce your approach.

Express your understanding of DoorDash's mission to empower local economies and how that inspires you. Discuss how you envision your role as a Merchant Subject Matter Expert contributes to that mission, emphasizing customer satisfaction and strong partnerships.

Provide a concrete example of a process you identified as needing improvement, the steps you took to analyze and optimize it, and the measurable outcomes of your improvements. Detail how this experience can help you refine processes at DoorDash.

Discuss your methods for research and keeping up-to-date with industry trends, such as following key publications, participating in webinars, or networking with industry professionals. Show your passion for continuous learning and how it applies to your role at DoorDash.

Articulate your enthusiasm for the role and the company. Discuss what excites you about the opportunity to work at DoorDash, particularly the chance to have a meaningful impact on Drive Merchants and contribute to an evolving customer experience.