Merchant Experience Partner

About The Team

Join the ANZ Merchant Experience team as a Merchant Experience Partner, where you will manage comprehensive, premium relationships with our top-tier merchants across multiple sectors including Restaurants and emerging categories like grocery, alcohol, convenience, and retail.

Role Overview

This position focuses on providing merchant-facing case management but emphasizes a proactive approach: anticipating and addressing issues before merchants need to report them. You will have significant influence over merchant engagement strategies by introducing fresh ideas and driving innovative practices.

Strong commercial awareness, adaptability to uncertainty, and the ability to build trustworthy relationships with diverse stakeholders—including Enterprise merchants, Franchisees, and internal teams such as Sales, Operations, and Product—are essential.

Note: The role begins with a full-time, in-office training period spanning five days a week, transitioning later to a hybrid schedule where you work onsite three days weekly (Monday, Thursday, and one additional day of your choice).

Key Responsibilities

• Develop robust cross-departmental relationships, collaborating with Account Owners to oversee an assigned merchant portfolio.
• Handle intricate, personalized case management from start to finish.
• Proactively identify and resolve merchant issues prior to escalation.
• Act as a representative for Merchant Support internally and externally, providing merchant insights to improve operations.
• Contribute innovative ideas to refine merchant interaction methods.
• Prioritize merchants in your portfolio based on revenue, growth possibilities, and advocacy rather than chronological order.
• Effectively juggle multiple deadlines across varied stakeholder groups.

Desired Qualifications and Attributes

• Minimum two years' experience in Account Management, Customer Success, or B2B Customer Support roles.
• Highly inquisitive with the ability to discern and synthesize patterns and a strong problem-solving orientation beyond mere ticket resolution.
• Clear, empathetic, and authentic communication skills.
• Proven capability in managing business portfolios with excellent organizational, multitasking, and prioritization skills.
• Initiative to challenge existing processes and seek improvements.
• Growth mindset with eagerness to continually learn and expand competencies.
• Prior background in service roles meeting service-level and quality objectives.
• Willingness and enthusiasm to adopt new technologies such as Gemini, Athena (AI tool), Claude, among others.
• Self-awareness regarding personal strengths and growth areas, coupled with motivation to enhance skills.
• Comfortable coupling merchant interaction with data-driven analysis and strategic planning.
• Preferred but not required: experience in food technology, hospitality, marketplace platforms, or SaaS environments.

About the Company

DoorDash is a technology and logistics enterprise committed to empowering local economies. Starting as a food delivery platform, it is expanding to provide access to a broad range of goods. The company prioritizes rapid iteration, impactful decision-making, and empathy for varied users including Dashers, merchants, and consumers.

DoorDash offers a dynamic workplace with growth opportunities and emphasizes employee well-being through comprehensive benefits.

Diversity and Inclusion

The company actively fosters an inclusive culture by hiring diverse talent across backgrounds and viewpoints, nurturing innovation and equality. Accommodations are available during recruitment processes upon request.