DoorDash · 5 hours ago
Subject Matter Expert, MXO Merchant Support
Tempe, AZ
Full-time
Onsite
Mid Level
3+ years expDoorDash is a technology and logistics company focused on empowering local economies. The Subject Matter Expert (SME) will support escalated merchant cases by providing real-time guidance to teammates, resolving complex issues, and driving operational improvements across the Merchant Support team.
AppsDeliveryE-Commerce PlatformsFood DeliveryOnline Portals
Responsibilities
Partner cross-functionally with stakeholders across Merchant Experience, Sales, and other teams to resolve issues and improve products, services, processes, and policies
Develop and maintain deep subject-matter expertise in DoorDash’s Merchant Support processes, systems, policies, and resources, staying current on changes that impact teammates and customers
Investigate and resolve escalated merchant cases across real-time support channels using sound judgment and thorough analysis
Leverage data, workflow documentation, and internal tools to identify trends, uncover insights, and develop creative solutions to new or complex issues
Share insights through end-of-shift reporting to keep peers informed of call drivers, known issues, bugs, and emerging trends
Support team growth by guiding others toward solutions, building confidence, and fostering a culture of ownership, excellence, and continuous feedback
Identify operational gaps, bottlenecks, and inefficiencies, and collaborate with partners to drive meaningful improvements
Balance day-to-day escalated support with contributing to and leading short- and long-term projects focused on process and operational improvements, tooling enhancements, training, and cross-functional initiatives
Qualification
Required
Minimum of 3 years of operations or customer service experience, demonstrating strong ownership
Experience handling escalated and complex customer issues via phone, email, or chat
Acts as a mentor by answering questions and sharing knowledge with teammates
Consistently achieves a QA score of 90% or higher
Strong problem-solving skills with the ability to identify workflow gaps and leverage appropriate resources and escalation paths
Collaborative team player who partners with other teams to ensure shared knowledge and consistent workflows
Customer-focused mindset with a passion for helping customers succeed
Self-motivated, adaptable, and able to perform at a high level in a fast-paced, evolving environment
Proven ability to analyze data and surface insights to drive informed decisions
Proficiency with Google Workspace (including Sheets), Salesforce, and data analytics tools
Preferred
6 months to 1 year of experience at DoorDash preferred, with top 10% performance in the current LOB
SQL experience preferred
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
Pear VC.
2026-02-04
2026-02-03
Company data provided by crunchbase