About the Team

The Merchant Onboarding Rescue & Escalation team specializes in resolving onboarding issues and blockers for our merchants through pathways such as JIRA tickets, queue work, and slack escalations. We utilize various support modalities such as tickets, emails, text, and phone calls. By partnering closely with cross functional teams such as Sales, Vendor Management, Account Owners, and other internal DRIs, we ensure that we are providing a best-in-class service to both our internal stakeholders as well as our onboarding merchant partners. 

About the Role

As a Merchant Services Team Lead, you will report to our Merchant Services Supervisor. The team lead operates as a subject matter expert, while assisting the Supervisor and Manager by demonstrating best practices in case and queue management, problem resolution, metrics monitoring, and leading the team through mentoring and offering daily functional support. Your leadership will be instrumental in creating and sustaining a best-in-class service culture, one that champions customer obsession, proactive problem-solving, and merchant satisfaction.

This role is hybrid with some time in-office. Current in-office days are Thursdays, but could be subject to change.

You’re excited about this opportunity because you will…

• Provide mentorship to their team members to help enhance their overall performance on all metrics.
• Show creativity and initiative in fostering a positive, engaging, and collaborative work environment.
• Be a student of the business: look for ways to evolve and learn about the business.
• Drive a positive customer experience by empowering the team to deliver outstanding service and simplifying the process of doing business with us for Merchants.
• Identify ways to enhance and implement projects to boost productivity and quality
• Handle and resolve escalations and complaints from our customers in a timely and effective manner.
• Lead your team in delivering exceptional, high-quality merchant onboarding and support experiences.
• Inspire a culture of ownership, excellence, and continuous feedback that reflects a best-in-class service standard.
• Monitor team performance aligned to OKRs and departmental goals with a strong focus on service impact.

We’re excited about you because…

• You enjoy diagnosing issues and developing creative approaches to solve challenges
• You are customer-centric and are effective at working with people with varying degrees of technical ability
• You succeed in an environment where you are constantly learning new skills and can apply them to your daily work
• Proficiency in Salesforce and DDMX, as well as Google Suite or similar software, including data creation and management in Google Sheets.
• You work well in both independent and diverse team environments
• Experience with SQL or similar query languages to search internal databases.
• 2+ years experience within an office environment
• Demonstrated ability to adapt and thrive in a constantly evolving environment.

Why You Should Join Us

• Opportunity to lead and inspire teams to achieve continuous improvement.
• Collaboration with cross-functional partners to drive process enhancements.
• A dynamic and fast-paced work environment where personal and professional growth are encouraged.
• Impactful role in resolving high-visibility escalations and enhancing stakeholder experiences.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is k