Merchant Sentiment Specialist, Mx Experience Operations (MSS)
DoorDash Australia
Salary undisclosed
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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 — partner with Sales, Operations, Product and Support to solve merchant problems and improve the experience.
- Turn insights into action — identify recurring issues and opportunities, and help improve how we work and serve our merchants.
- Help shape what’s next — bring ideas, challenge the status quo and contribute to the evolution of our service model.
- Grow your scope — build your confidence and capability across stakeholder management, commercial thinking, problem-solving and service leadership.
We’re excited about you because you…
- Have 2+ years’ experience in SaaS, Tech or a fast-paced customer-facing environment, across customer success, account management, support, operations or a similar role.
- Are customer-obsessed and service-oriented, with a willingness to hustle to get the right outcome.
- Are naturally curious — you ask “why?”, look for patterns and want to solve problems, not just close tickets.
- Bring good judgement and maturity — you're comfortable navigating ambiguity, making decisions and knowing when to act or escalate.
- Communicate with clarity, empathy and confidence, and are willing to develop your stakeholder management and presentation skills over time.
- Are organised and adaptable, with the ability to manage a Book of Business across competing customers, cases and deadlines.
- Have a growth mindset — you're self-aware, receptive to feedback and motivated to learn, stretch and build new skills.
- Are comfortable working within quality, productivity and operational expectations.
- Are tech-curious and excited to learn new tools, including Astra, Claude, Snowflake and other AI and data tools.
- Bring strong attention to detail and operational rigour, particularly when handling sensitive customer or financial information.
- Look for opportunities to improve how things work, rather than simply working around process gaps.
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.
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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.
DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
If you need any accommodations, please inform your recruiting contact upon initial connection.
Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash .
About this role
DoorDash's Merchant Experience Partner role sits at the intersection of customer success and account management, focused specifically on supporting the company's merchant partners—from enterprise clients to small and medium businesses. You'd own a portfolio of high-value merchants, serving as their primary point of contact for resolving operational issues, providing strategic advice, and driving their success on the platform. The work combines proactive outreach, reactive problem-solving, and cross-functional collaboration to ensure merchants get white-glove support while you track their feedback to inform product improvements.
This role suits someone with at least two years in customer success, account management, or support who thrives on building relationships and thinking strategically about process improvement. You'll spend time on the phone and via web platforms troubleshooting issues, managing competing priorities, and advocating internally for merchant needs. The position is fully remote based in Melbourne, so you'd need strong communication skills, proficiency with Microsoft or Google tools, and the ability to work independently while coordinating across teams.
If you enjoy direct merchant interaction, solving problems with a solutions-first mindset, and seeing the tangible impact of your support on business outcomes, this could be a strong fit. The role emphasizes partnership over transactional support, so it appeals to people who want to build lasting relationships and influence how a growing platform serves its business customers.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Merchant Sentiment Specialist, Mx Experience Operations (MSS) postings in Melbourne VIC, and analyze any offer before you accept it.
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