Job Description: Manage inbound support tickets across chat, email, phone, and SMS Troubleshoot and resolve customer issues end to end with clear communication and follow up Escalate complex or high impact issues with complete context and proper documentation Deliver high quality, empathetic, and efficient customer support Follow established workflows, processes, and quality standards Partner with teammates and cross functional teams to resolve issues Identify recurring issues and flag opportunities to improve workflows or documentation Support DoorDash Commerce Platform products that help merchants grow through first-party channels Report to the Senior Support Supervisor within the Merchant Success Operations team Requirements: 3+ years of experience in Customer Support or Operations within a SaaS, technology, or online platform environment Strong written and verbal communication skills Experience handling customer issues end to end, including troubleshooting and follow up Ability to manage multiple priorities in a fast paced, queue based environment Sound judgment in deciding when to resolve independently versus escalate Experience handling escalations or frustrated customers with professionalism and empathy Familiarity with ticketing platforms such as Intercom, Zendesk, or similar systems Strong attention to detail and ability to maintain clear and accurate case documentation Benefits: 401(k) plan with employer matching 16 weeks of paid parental leave Wellness benefits Commuter benefits match Paid time off Paid sick leave in compliance with applicable laws Medical, dental, and vision benefits 11 paid holidays Disability and basic life insurance Family-forming assistance Mental health program Flexible paid time off/vacation for salaried roles Vacation accrued for hourly roles Comprehensive benefits and perks including premium healthcare Wellness expense reimbursement