Trident Consulting · 2 days ago
Platform Support Lead – Merchant Operations & Escalations
United States
Full-time
Remote
Senior Level
$62/hr - $62/hrTrident Consulting is seeking a Platform Support Lead for its client, Doordash, to drive strategy and support for merchant operations. The role involves managing merchant support tickets, coaching agents, and improving systems and processes to enhance support operations.
AnalyticsArtificial Intelligence (AI)Big DataEnterprise Resource Planning (ERP)Information TechnologyMachine Learning
Responsibilities
Work the merchant support queue daily, owning and resolving a wide range of tickets end-to-end
Act as the escalation owner for the most urgent, complex, and high-impact issues
Drive resolution across Support, Operations, Product, Engineering, and external partners
Lead by example on ticket quality, response time, and customer communication—especially in high-stakes scenarios involving downtime or operational disruption
Investigate and solve ambiguous issues by asking the right questions, identifying stakeholders, and building context quickly
Coach and unblock support agents in real time, improving investigation techniques, customer handling skills, and confidence
Identify patterns from live cases and contribute to scalable improvements such as:
Playbooks and troubleshooting guides
Internal knowledge base and training materials
Lightweight process and workflow enhancements
Support the expansion of support channels and coverage (e.g., phone/video support, extended hours) while maintaining a white-glove experience
Qualification
Required
Strong direct customer-facing support experience in a high-volume environment
Experience supporting customers in high-stakes, high-complexity situations (e.g., operational downtime, financial impact, time-sensitive workflows, multi-system dependencies)
Experience as a team lead, escalation lead, floor lead, supervisor, or manager (formal title not required)
Proven ability to lead through coaching and example, not just delegation
High ownership mindset—able to push cases forward through ambiguity and cross-functional dependencies
Excellent communication skills with the ability to remain calm under pressure, de-escalate tense situations, and set realistic expectations
Strong troubleshooting mindset with the ability to both dive deep into issues and recognize systemic patterns
Preferred
Experience supporting POS systems, payments, hardware-enabled products, logistics platforms, or other multi-system operational workflows
Familiarity with support tools and workflows (e.g., Intercom, routing/triage systems, QA, knowledge management tools)
Comfort with basic technical troubleshooting (networking experience is a plus, not required)
Experience improving training content, troubleshooting playbooks, or onboarding materials
Company
Trident Consulting
Trident Consulting expertise in big data, AI & analytics, cloud, infrastructure, ERP, Java frameworks and technologies, Engineering and R&D.
Founded in 2005
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Shabana Siraj
CEO and Founder
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