Enterprise Support Specialist

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Oversee incoming support requests via chat, email, phone, and SMS.

• Diagnose and address customer problems comprehensively, ensuring clear communication and follow-up.

• Elevate complex or significant issues with thorough context and appropriate documentation.

• Provide exceptional, empathetic, and efficient customer support.

• Adhere to established workflows, processes, and quality benchmarks.

• Collaborate with colleagues and cross-functional teams to resolve challenges.

• Recognize recurring issues and highlight opportunities for workflow or documentation enhancements.

• Assist with DoorDash Commerce Platform products designed to aid merchants in expanding through first-party channels.

• Report directly to the Senior Support Supervisor within the Merchant Success Operations team.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Support or Operations within a SaaS, technology, or online platform setting.

• Excellent written and verbal communication abilities.

• Proven experience in managing customer issues from start to finish, including troubleshooting and follow-up.

• Capability to handle multiple priorities in a fast-paced, queue-driven environment.

• Good judgment in determining when to resolve issues independently versus escalating them.

• Experience managing escalations or dealing with frustrated customers with professionalism and empathy.

• Familiarity with ticketing systems such as Intercom, Zendesk, or comparable platforms.

• Strong attention to detail and ability to maintain clear and precise case documentation.

🏝️ Benefits

• 401(k) plan with employer matching.

• 16 weeks of paid parental leave.

• Wellness benefits.

• Commuter benefits match.

• Paid time off.

• Paid sick leave in accordance with applicable laws.

• Medical, dental, and vision coverage.

• 11 paid holidays.

• Disability and basic life insurance.

• Assistance for family formation.

• Mental health support program.

• Flexible paid time off/vacation for salaried positions.

• Vacation time accrued for hourly positions.

• Comprehensive benefits package including premium healthcare.

• Reimbursement for wellness expenses.