Enterprise Support Specialist

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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
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...