Operations Clerk-II (Merchant Support Specialist) 22006

Job Title: Operations Clerk-II (Merchant Support Specialist)

Client: DoorDash

Location: Remote

About the Team

DoorDash Online Ordering is on a mission to simplify how hospitality businesses operate. Our platform brings all the essential tools together-online ordering reporting & analytics targeted marketing and more-tailored to fit the unique needs of every restaurant. From the Friday night dinner rush to weekend brunch reservations our software powers it all.

About the Role

As a Merchant Support Specialist I you will be part of the first line of defense for merchants using our ordering platform. Most support will be handled through our Zendesk ticketing system with phone and video support provided as needed. Youll troubleshoot a wide range of issues from menu settings and customer UI configurations to reporting reconciliation ensuring merchants receive a world-class experience.

Our support team operates between 7:00 AM and 5:00 PM PST. Flexibility is required as shift times may evolve with the teams growth.

What Youll Do

• Serve as the first point of contact for merchant customer partner and internal post-sales escalations.
• Troubleshoot technical issues and resolve problems related to menu settings reporting and customer-facing configurations.
• Collaborate with Tier 2 Support to escalate complex cases and ensure seamless resolution.
• Address merchant concerns with empathy urgency and professionalism.
• Develop deep expertise in our product suite tools processes and systems.
• Turn every merchant interaction into a learning opportunity that builds trust and drives long-term success.

Were Excited About You Because

• You love helping people and are passionate about delivering exceptional merchant experiences.
• You excel at problem-solving working step-by-step to identify solutions.
• Youre reliable proactive and know when to seek guidance.
• You thrive in fast-paced evolving environments and adapt quickly to new challenges.
• Youre an effective communicator with strong emotional intelligence.
• You have experience in customer de-escalation and enjoy turning tough situations into positive outcomes.

Qualifications

• Bachelors degree or equivalent work experience.
• 2 years of work experience in technology hospitality or customer support.
• Strong communication troubleshooting and organizational skills.
• Ability to manage time effectively and execute with urgency.

Bonus Points For

• Experience with Toast Square or other POS providers.
• Familiarity with Google Suite Slack Jira Confluence and Salesforce.