Doordash

Overview

The Support Specialist is a frontline role supporting our Online Ordering product, specifically our Enterprise partners, responsible for resolving issues efficiently, maintaining high quality support interactions, and ensuring a reliable day to day experience for our merchants.

About Doordash

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.

Requirements & Eligibility

• 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

Key Responsibilities

• 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