Enterprise Support Specialist
Core
Frontline support specialist for DoorDash's Online Ordering product, specifically serving Enterprise restaurant partners to ensure smooth onboarding and daily operational support.
Role type
Senior IC customer support specialist (SaaS/Enterprise)
Builds
Online ordering digital experiences for restaurant merchants
Domain
Food delivery technology / SaaS / Restaurant operations
Deliverable
client delivery
Required skills
end-to-end troubleshooting, multi-channel support management, ticketing system proficiency, escalation handling, process improvement, documentation, prioritization in fast-paced environments
Preferred skills
experience with frustrated customers, cross-functional partnership
Technologies
Intercom, Zendesk, chat, email, phone, SMS
Responsibilities
Manage inbound support tickets across multiple channels; troubleshoot and resolve customer issues end-to-end; escalate complex issues with proper documentation; maintain quality standards and workflows; identify recurring issues to improve processes; partner with cross-functional teams for resolution
Seniority
Mid-level, hands-on IC