Merchant Onboarding Specialist



About the Team

DoorDash Storefront is DoorDash's first SaaS business, helping merchants build their own e-commerce channels and grow their first-party digital sales; Drive is DoorDash's white-label Delivery product, allowing DoorDash to fulfill orders that come from merchant's own channels. Onboarding Specialists are a direct contact for merchants that partner with DoorDash Storefront and Drive and assist them as they onboard the platform. Onboarding Specialists help strengthen the relationship with restaurant owners and set them up for long-term success to grow same-store digital sales through their first and third-party e-commerce channels.

About the Role

Onboarding Specialists manage the initial relationship with restaurant owners from the moment they sign up for Storefront or Drive. On Storefront, they help communicate the benefits and value of the Storefront product and strategies that provide immediate sales growth. On Drive, the focus is on the backend onboarding mechanics. Typical responsibilities include activating a merchant's account, addressing operational improvements, troubleshooting product-related bugs, recommending strategies for merchants to grow their businesses, and ensuring a high level of satisfaction and retention on the account. Onboarding Specialists have a broad scope: they will jump in to help business owners whenever and however they can, and will teach merchants how to manage their accounts for the long term.

You will report to the Merchant Onboarding Manager on our Drive & Storefront team in our Merchant Services organization. Once our offices reopen, we expect this role to be hybrid with some time in-office and some time remote.

Youre excited about this opportunity because you will

  • Work with businesses to assist them through the onboarding process and set them up for success on the platform
  • Help restaurants turn their menu into a tool for attracting and engaging with customers in their area
  • Communicate with merchants by phone and email to monitor and support progress from the moment they sign up
  • Provide 30-day check ins that highlight important wins and opportunity areas
  • Ensure long-term satisfaction by implementing operational improvements
  • Collaborate with internal growth teams to identify opportunities for merchants to expand their sales after they have been on the platform for 30+ days
  • Improve retention of new merchants by creating a seamless onboarding experience
  • Solve individual merchant's issues as they onboard to the platform

Were excited about you because

  • You are curious, intrinsically motivated, and a good teammate.
  • You have applicable experience increasing customer satisfaction and retention with 1+ years in a sales, support, or account management role.
  • You have an ability to understand operational processes.
  • You can empathize with customer needs and adapt to meet their unique goals.
  • You can navigate sales and internal tools quickly such as Salesforce and Outreach
  • You have the mindset of an owner in whatever you do and aim to be 1% better every day.

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 usersfrom Dashers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

Our Commitment to Diversity and Inclusion

Were committed to growing and empowering a more inclusive community within our company, industry, and cities. Thats 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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on protected categories, we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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