About the TeamThe Inbound Activations Support Phone Team provides onshore live phone support to assist Merchants with their onboarding experience.
We ensure all DoorDash Merchants are correctly onboarded and assist throughout the activation process.
Once they are live on DoorDash, we provide self-service resources and guidance to provide a positive Merchant experience.About the RoleThe Merchant Activations Escalations Specialist phone team provides timely, empathetic, individualized, full-resolution support for Merchants who call because their activation experience has not gone as planned.
These Merchants have unique issues which require individual attention and elevated support.
Merchant Activations Escalations Specialists are exceptional communicators with internal & external stakeholders, passionate advocates for our Merchants, and skillful problem solvers with a merchant mindset.You're excited about this opportunity because you will…Resolve escalated Merchant inbound phone callsInvestigate case details to determine the root cause of case escalations; proactively inform merchants with next steps with their onboarding.Communicate quickly, concisely, and effectively with merchants and internal stakeholdersSynthesize complex problems & issues into actionable, easy to understand resolutions & recommendationsComplete thorough documentation and notation on Mx accountsDeliver exceptional support experiences for MxWe're excited about you because…You have a proven ability to develop customer empathy and articulate customer problemsStrong written and verbal communication skills, including the ability to confidently advocate for customers with internal stakeholders with diplomacyMust work well in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of usersYou are motivated by a challenge, and you approach problems with a positive attitudeYou remain calm under pressure!
You troubleshoot problems and find speedy resolutions in high-pressure, time-sensitive situations#J-18808-Ljbffr