Representative, MXO Menu Updates

About the role

Representative, MXO Menu Updates, you will be the primary architect of a Merchant's digital storefront. You will balance technical precision in menu management with high-level hardware troubleshooting. This role requires a "Product Expert" mindset-someone who can navigate complex internal tools while providing an empathetic, world-class support experience through Inbound, Outbound, and Email channels. Core Responsibilities Menu & Storefront Excellence Execute precise menu updates and modifications (Modifiers, pricing, and photos). Guide merchants through the DoorDash Portal, empowering them to manage their digital business effectively. Maintain a high level of attention to detail when reviewing and verifying sensitive account information. Specialized Hardware & Connectivity Support (Tablet Backup) Serve as the primary backup team for Tablet Support, performing end-to-end troubleshooting for merchant devices. Identify and resolve software and hardware issues, including network connectivity, application errors, and power issues. Guide merchants step-by-step through technical resets and hardware credentialing. Operational Mastery & Documentation Navigate and manage multiple platforms simultaneously (multitasking expertise). Adhere strictly to established workflows, operational procedures, and quality standards. Ensure every interaction is documented with professional-grade notes to maintain a "Single Source of Truth" for the merchant's history. Relationship Management Demonstrate "Customer Passion" by building trust with restaurant owners and managers. Provide accurate, valid, and complete information using approved DoorDash methods and tools. Handle escalations with professionalism, empathy, and a focus on positive outcomes. Investigative Thinking - Ability to independently investigate cases end-to-end, verify information through the proper channels, and reach the most accurate solution for the Merchant Key Requirements / Profile Technical Aptitude: Comfort with troubleshooting Android-based hardware and complex network/connectivity issues. Detail-Oriented: Ability to handle data-heavy menu updates where a 1% error can impact a Merchant's revenue. Communication: Exceptional verbal and written skills in both Spanish and English Adaptability: Ability to shift focus between data entry (Menu) and technical support (Tablets) seamlessly Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey 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. We use Covey as part of our hiring and/or promotional process for jobs in certain locations. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: https://getcovey.com/nyc-local-law-144 To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.