About the Team

The mission of the POS Technical Support team is to make DoorDash the delivery platform of choice for Point-of-Sale-integrated merchants by ensuring we provide the best possible technical support, from effortless set-up to ongoing store support and urgent troubleshooting. This involves not only providing web and phone support when and where needed, but also identifying opportunities for improvement across the Merchant journey and proactively surfacing these insights to cross-functional teams who can take action on them.

About the Role

We are looking for a POS Technical Support Specialist to help our merchant support team scale to meet unprecedented growth in delivery volume. You will be analytical and empathetic, have a background in customer/merchant/technical support and be excited to solve some of the most challenging technical problems merchants face on our last-mile logistics platform.

You’ll be a strategic problem solver and become a subject matter expert responsible for ensuring that multiple internal groups - including support, product, engineering and sales operations  - are working together seamlessly to provide an exceptional experience for our merchants when something goes wrong. 

You’re excited about this opportunity because you will…

• Investigate and resolve complex technical troubleshooting cases to diagnose and remediate failure points.
• Work closely with Account Owners and sales stakeholders to provide resolutions for escalated issues and answer process, functionality and workflow-related inquiries.
• Develop a deep expertise in how DoorDash’s Point of Sale processes, systems, and resources work, and how to diagnose and resolve an issue.
• Create, dig into and use data and insights to identify opportunities to improve speed, quality, efficiency, effectiveness and merchant experience across POS issue types and providers.
• Develop strong relationships and grow communication pathways with cross-functional company leaders to continue evangelizing and building confidence in POS Support operations.
• Work with the Partner Operations and Product teams to problem solve, scope improvements and build solutions that address quality issues upstream
• Identify weaknesses, gaps and bottlenecks in our operational processes so we can deliver high quality support to all portions of our business.

We’re excited about you because…

• You love helping people! You want to do right by our merchants to provide a scalable, world-class merchant experience.
• You enjoy working methodically through a problem step-by-step to narrow down possible solutions.
• You work independently, you’re a reliable teammate, and you’re trustworthy. You always either know what your next steps are and how to get there, or who to ask if you need help. 
• You are excited by the unfamiliar and new. You are comfortable with building the plane as it’s flying and have a bias for action. 
• You thrive in a fast-paced, always changing environment. You absorb new information quickly and execute at a high level because you effectively manage your time and proactively seek to understand.
• You easily distill large amounts of complex information into simple takeaways and bullet points for inclusion in workflow tools, training collateral and help content. 
• You have high emotional intelligence and great communication skills - you communicate with merchants, third party vendors and cross-functional partners efficiently, professionally and confidently. You know how to close the loop and you don’t leave anyone hanging.
• You have experience in de-escalation tactics, call management, and delight in turning an upset customer into a vocal brand promoter. 
• 4+ years of work experience 
• Bachelor’s degree or equivalent amount of work experience
• Previous technical support experience (implementation of POS systems and coordinating support workflows with 3rd party Providers)

Bonus points for…

• Ability to write and edit simple SQL queries
• You are adept at exuding empathy and bringing distressed customers along with you, while you analyze and solve complex technical issues.
• Success in team environments with demonstrating shared responsibility for solving casework in a queue system with SLA goals.
• Bi-lingual (Spanish or French)

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