DoorDash · 20 hours ago
Merchant Services Team Supervisor
United States
Full-time
Remote
Mid, Senior Level
3+ years expDoorDash is a technology and logistics company focused on empowering local economies. The Merchant Services Team Supervisor will lead a team of Merchant Sentiment Specialists, ensuring high-quality support for premium merchant partners while driving performance and fostering a culture of empathy and continuous improvement.
AppsDeliveryE-Commerce PlatformsFood DeliveryOnline Portals
Responsibilities
Lead, coach, and develop a team of Merchant Sentiment Specialists through regular 1:1s, performance feedback, and career development conversations
Lead a team delivering a proactive, white-glove merchant experience, anticipating needs rather than reacting to issues
Own team performance against quality, sentiment, and operational metrics, ensuring alignment with departmental goals and expectations
Operate confidently in ambiguous situations, defining problems and action plans without waiting for prescriptive direction
Drive Specialists in navigating escalations and high-impact merchant issues, ensuring thoughtful resolution and clear communication - looking for early sentiment signals and upstream risks, reducing escalations before they happen
Foster a culture of empathy, accountability, and continuous improvement within a relationship-driven support environment
Partner closely with cross-functional teams (Sales, Account Owners, Operations, Product, etc.) to drive coordinated solutions for merchant issues
Identify trends in merchant sentiment, escalations, and workflows, and escalate insights to leadership with clear recommendations
Drive change management as tools, processes, and expectations evolve within a growing premium support program
Support onboarding and ongoing training to ensure Specialists are equipped to handle complex cases confidently and consistently
Contribute to pilots, new workflows, and process improvements aimed at improving merchant experience and team effectiveness
Qualification
Required
3+ years of people management or supervisory experience, ideally in operations, support, or customer experience environments
Experience leading teams in proactive, white-glove support models, not just reactive issue resolution
Ability to build trust, psychological safety, and accountability as a people-first leader
Demonstrated strong judgment and ability to coach through ambiguity and high-emotion situations when clear playbooks don't exist
Thrives in fast-paced, evolving environments and helps teams stay grounded through change
End-to-end ownership — when something lands with you, you see it through to full resolution
Comfortable using AI tools to investigate data, identify trends, and improve execution for yourself and your team
Actively seeks ways to simplify work and reduce manual effort, enabling focus on complex, high-judgment cases
Highly organized and data-informed, able to track performance, identify trends, and prioritize effectively
Clear communication and effective collaboration with frontline teams and cross-functional stakeholders
Benefits
Premium healthcare
Wellness expense reimbursement
Paid parental leave
Company
DoorDash
DoorDash is a food delivery platform that connects customers with local and national businesses. It is a sub-organization of DoorDash.
10001+ employees
H1B Sponsorship
DoorDash has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (530)
2024 (510)
2023 (413)
2022 (612)
2021 (439)
2020 (126)
Funding
Current Stage
Public CompanyTotal Funding
$5.22BKey Investors
Durable Capital PartnersT. Rowe PriceDarsana Capital Partners
2025-05-27Post Ipo Debt· $2.75B
2020-12-09IPO
2020-06-11Series H· $400M
Leadership Team
Tony Xu
CEO and Co-founder
Stanley Tang
Co-Founder / Chief Product Officer
Recent News
2026-02-05
Pear VC.
2026-02-04
Company data provided by crunchbase