Premium Onboarding Partner - job 1 of 2

The main responsibilities of a Premium Onboarding Partner at DoorDash include guiding high-value merchants through the onboarding process, addressing their concerns as a Single Point of Contact, building relationships, and ensuring a smooth and effective onboarding experience.

To become a Premium Onboarding Partner at DoorDash, candidates should have at least 2 years of experience in account management, customer support, or a related field. A college degree or equivalent experience, along with proficiency in Salesforce, Microsoft Suite, and G Suite, is also beneficial.

DoorDash ensures a great onboarding experience for merchants by leveraging a proactive approach to identify potential issues early, collaborating with cross-functional teams, and delivering tailored solutions that prioritize the success of each merchant.

Essential skills for a Premium Onboarding Partner at DoorDash include excellent relationship-building abilities, strategic problem-solving skills, proficiency in Excel for data management, and a strong customer advocacy mindset.

The Premium Onboarding Partner role significantly impacts merchant retention at DoorDash by creating a first-class onboarding experience that builds trust and satisfaction, laying the groundwork for long-term partnerships with our merchants.

In responding to this question, highlight specific instances where you successfully handled customer inquiries, provided solutions, and built positive relationships, emphasizing how these experiences equip you for the proactive nature of the Premium Onboarding Partner role at DoorDash.

Discuss your approach to effective communication, regular check-ins, and providing tailored solutions that anticipate the needs of high-value merchants to ensure their satisfaction and success throughout the onboarding process.

Share a specific example of when you positively resolved a difficult situation or complaint by listening attentively, providing timely solutions, and demonstrating empathy and commitment to customer satisfaction.

An onboarding experience is ‘best-in-class’ when it combines personalization, seamless communication, proactive support, and follow-ups to ensure all merchant needs are met effectively, as well as creating a welcoming first touchpoint with the brand.

Share your methods for prioritization, such as assessing urgency based on deadlines, maintaining an organized task list, and using CRM tools to track the onboarding status of each merchant effectively.

Express your enthusiasm for the role by highlighting how your personal values align with DoorDash’s mission to support local businesses and your passion for delivering exceptional customer experiences.

Discuss your proficiency with tools like Salesforce or other CRM software, Microsoft Suite, and G Suite, and how you would apply this knowledge to streamline the onboarding process and improve merchant interactions.

Provide a specific instance where you took extra steps to resolve an issue, demonstrating your commitment to customer success and satisfaction, and how this would translate into your role as a Premium Onboarding Partner.

Share your techniques for staying organized, such as using project management software, setting reminders for follow-ups, or creating detailed onboarding plans for each merchant to ensure nothing is overlooked.

Discuss potential challenges like miscommunication or lack of understanding of the process and outline strategies to overcome these, such as providing clear documentation, training sessions, or regular feedback loops.