Merchant Sentiment Specialist, Mx Experience Operations (MSS)
Posted 9 days ago
Job Description
About the Role
We’re looking for a customer-obsessed Merchant Sentiment Specialist (MSS) to join our ANZ Merchant Experience team, supporting some of our highest-value Restaurant and New Vertical merchants across grocery, alcohol, convenience and retail.
Today, this is a hands-on, case and ticket-based Support role. You'll manage merchant issues end to end, working with pace, accuracy and a high standard of service across a busy portfolio.
But we're turning the tide on how we deliver that service .
Our ambition is to move beyond predominantly reactive ticket support towards deeper, more proactive problem solving — understanding root causes, spotting patterns, bringing the right people together and preventing issues from recurring.
That transition won't happen overnight. You'll be joining us in the middle of that evolution , with an opportunity to help shape how we deliver Merchant Service in ANZ and take on increasingly complex problems over time.
We're looking for people who are curious, coachable and willing to stretch . You don't need to have every skill on day one — we're more interested in your mindset, judgement and willingness to learn and grow.
You’re excited about this opportunity because you will…
- Be a Champion of Service & Support — deliver a consistently high-quality, white-glove experience and advocate for our merchants across DoorDash.
- Own your Book of Business (BOB) — manage a dedicated portfolio of merchant cases and prioritise your time based on revenue value, expansion opportunity and advocacy potential, rather than FIFO.
- Solve beyond the ticket — take ownership of complex issues, investigate root causes and connect the right people to drive the best outcome.
- Work cross-functionally —
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