Advanced Specialist, MXO Merchant Sentiment

About the Team Merchant Experience Operations (MXO) shapes the day-to-day experience for every restaurant and new vertical partner. We guide merchants from onboarding through their ongoing operations, making it simple to join, run, and succeed on DoorDash. Our team removes friction, resolves issues with speed and precision, and equips merchants with tools that help them operate with confidence. We set the standard for a world-class experience by delivering clarity, consistent quality, and support that merchants can trust at every step. About the Role We’re looking for a Merchant Sentiment Specialist (MSS) to support DoorDash’s highest-value merchant partners through personalized, relationship-driven service. This role serves as a trusted point of contact for complex or sensitive issues that meaningfully impact merchant sentiment. You’ll take a thoughtful, human-centered approach to each interaction—owning concerns from start to finish, partnering across teams when needed, and helping merchants feel confident in their partnership with DoorDash. You’ll bring curiosity, empathy, and sound judgment to situations that may not always have a clear process. This role is part of a growing and evolving premium support program, offering opportunities to help shape new tools, workflows, and best practices. You’re excited about this opportunity because you will… Serve as a consistent point of contact for assigned merchants, helping them feel supported and confident in their partnership with DoorDash. Build trust through clear communication, anticipation of needs, and dependable follow-through. Offer personalized guidance when situations require flexibility beyond standard procedures. Use phone, Zoom, email, and other tools comfortably to communicate in whatever way best supports the merchant. Independently guide merchant issues to resolution while collaborating thoughtfully with cross-functional partners. Approach challenges with curiosity, patience, and strong judgment, helping merchants feel heard and cared for. Balance timely support with accurate, empathetic, high-quality problem-solving. Maintain professionalism and discretion when navigating sensitive or high-impact situations. Apply creativity while honoring policy,