Enterprise Support Specialist

About the Team DoorDash Commerce Platform is our restaurant software business, offering products such as online ordering, branded mobile apps, and loyalty solutions that help merchants grow through their own first party channels. Within this organization, the Merchant Success Operations team ensures restaurants have a smooth onboarding and launch experience and ongoing operational support. The Online Ordering Support team plays a key role in this mission by helping restaurants operate their digital ordering experience day to day. We resolve issues quickly, strengthen operational standards, and improve how merchants experience our product. About the Role The Support Specialist is a frontline role supporting our Online Ordering product, specifically our Enterprise partners. Our customers are merchants, primarily restaurants, who rely on our platform to power their digital ordering experience. This role is responsible for resolving issues efficiently, maintaining high quality support interactions, and ensuring a reliable day to day experience for our merchants. You will manage support tickets across channels, troubleshoot issues end to end, and partner with internal teams to drive resolution when needed. Your work will directly impact merchant success and operational performance. You will be part of a team that is continuously improving how support operates. You will help maintain quality standards, follow established workflows, and identify opportunities to improve documentation and processes based on recurring issues. You will report into the Senior Support Supervisor within the Merchant Success Operations team. You’re excited about this opportunity because you will… Manage inbound support tickets across channels including chat, email, phone, and SMS Troubleshoot and resolve customer issues end to end with clear communication and follow up Escalate complex or high impact issues with complete context and proper documentation Deliver high quality, empathetic, and efficient customer support in every interaction Follow established workflows, processes, and quality standards consistently Partner with teammates and cross functional teams to resolve issues when needed Identify recurring issues and flag opportunities to improve workflows or documentation We’re excited about you because… You have 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment You have strong written and verbal communication skills and can clearly explain issues and resolutions You have experience handling customer issues end to end, including troubleshooting and follow up You are comfortable managing multiple priorities in a fast paced, queue based environment You demonstrate sound judgment in deciding when to resolve independently versus escalate You have experience handling escalations or frustrated customers with professionalism and empathy You are familiar with ticketing platforms such as Intercom, Zendesk, or similar systems You have strong attention to detail and maintain clear and accurate case documentation Compensation Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.  DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here . See below for paid time off details: For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year. For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week). The national base pay range for this position within the United States, including Illinois and Colorado. $48,000 — $70,600 USD About DoorDash At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. Our Commitment to Diversity and Inclusion We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. Statement of Non-Di