Support Specialist - Online Ordering Support (Enterprise Partners)

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