About the Job
We’re looking for a Merchant Experience Partner (MXP) to join our ANZ Merchant Experience team, owning end-to-end, white-glove relationships with our highest-value merchants — across Restaurant or New Vertical categories including grocery, alcohol, convenience and retail.
At its core, this role is about merchant-facing case resolution but we want to shift how we do that: working proactively, spotting and solving problems before merchants raise them, rather than just reacting when they do. You’ll have real scope to shape how we work with merchants, bringing ideas, taking initiative, a...
You’ll be commercially minded, comfortable with ambiguity, and confident building trust with a wide range of stakeholders, from Enterprise merchants and Franchisees to Sales, Operations and Product teams.
Key Responsibilities
Please note: the initial training period for this role requires full-time, in-office attendance, five days a week, before transitioning to our 3-day hybrid pattern (Monday, Thursday and one other day of your choice).
Build strong, cross-functional relationships — working alongside your assigned Account Owners to manage a dedicated portfolio of merchants
Support complex, high-touch, white-glove case ownership, end to end
Work proactively to spot and resolve issues before merchants raise them, rather than just reacting when they do
Represent Merchant Support at both the internal table and with merchants, feeding insights back to help drive operational improvements
Bring your own ideas to the table helping influence new ways of working with merchants
Prioritise your portfolio commercially by revenue value, expansion opportunity and advocacy potential, not just by first in first out method
Manage competing deadlines across a complex, cross-functional stakeholder group
Required Skills & Abilities
Have 2+ years’ experience in Account Management, Customer Success, or B2B Customer Support
Are naturally curious — quick to recognise and synthesise patterns, with an inherent drive to solve problems, not just resolve tickets
Communicate clearly, concisely, authentically and with empathy
Are confident managing a book of business, with strong organisational skills and the ability to multitask, prioritise and manage time effectively
Show initiative - you spot opportunities to improve, and aren’t afraid to challenge “the way we’ve always done it”
Have a growth mindset and a readiness to consistently learn and build new knowledge
Bring experience from a service environment where you’ve successfully worked towards service levels and quality targets
Are excited to learn and embrace new tooling, such as Gemini, Athena (our in-house AI tool), Claude, and others
Are self-aware — you know your strengths and areas for growth, and are motivated to develop and apply new skills
Are comfortable mixing merchant-facing work with data analysis and planning
It’s a bonus if you bring experience in food tech, hospitality, marketplaces, or SaaS
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.
