Merchant Sentiment Specialist, Mx Experience Operations (MSS)

The role

This role manages merchant issues end to end for high-value Restaurant and New Vertical merchants. You will move from reactive ticket support to proactive problem solving by investigating root causes and identifying patterns.

What you will do

• Deliver a high-quality experience and advocate for merchants.
• Manage a dedicated portfolio of merchant cases.
• Prioritise time based on revenue value, expansion opportunity and advocacy potential.
• Take ownership of complex issues and investigate root causes.
• Partner with Sales, Operations, Product and Support to solve merchant problems.
• Identify recurring issues and opportunities to improve service.
• Contribute to the evolution of the service model.
• Build capability across stakeholder management, commercial thinking, problem-solving and service leadership.

Required qualifications

• 2+ years experience in SaaS, Tech or a fast-paced customer-facing environment across customer success, account management, support, operations or a similar role.
• Customer-obsessed and service-oriented.
• Naturally curious.
• Good judgement and maturity.
• Communicate with clarity, empathy and confidence.
• Organised and adaptable.
• Growth mindset.
• Comfortable working within quality, productivity and operational expectations.
• Tech-curious and excited to learn new tools, including Astra, Claude, Snowflake and other AI and data tools.
• Strong attention to detail and operational rigour.

Nice to have

• Experience in marketplaces, hospitality, retail, fintech or payments.
• Experience supporting Enterprise, Mid-Market or SMB customers.
• Commercial experience across Sales, Business Development, Account Management or Sales Enablement.
• Experience using data or analytics to identify trends, diagnose problems or improve customer outcomes.
• Experience driving process or service improvements.

Benefits

• Comprehensive benefits and perks.

About the company

DoorDash is a technology and logistics company that started by enabling door-to-door delivery. The company is growing rapidly and aims to be a company people turn to for any and all goods.