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As a Supervisor, Merchant Sentiment Specialist, you will lead a team of Merchant Sentiment Specialists (MSS) responsible for supporting DoorDash's premium and high-sensitivity merchant partners. Your primary focus will be people leadership, performance management, and quality oversight, ensuring your team delivers empathetic, accurate, and high-impact support in moments that matter most to merchants. Reporting to the Manager, you will own team health and performance, coach Specialists through complex judgment calls and escalations, and partner cross-functionally to resolve systemic issues impacting merchant sentiment.
Job Responsibility
Lead, coach, and develop a team of Merchant Sentiment Specialists through regular 1:1s, performance feedback, and career development conversations
Lead a team delivering a proactive, white-glove merchant experience, anticipating needs rather than reacting to issues
Own team performance against quality, sentiment, and operational metrics
Create performance improvement and career development plans for each member of your team
Operate confidently in ambiguous situations, defining problems and action plans without waiting for prescriptive direction
Drive Specialists in navigating escalations and high-impact merchant issues
Foster a culture of empathy, accountability, and continuous improvement
Partner closely with cross-functional teams (Sales, Account Owners, Operations, Product, etc.)
Identify trends in merchant sentiment, escalations, and workflows, and escalate insights to leadership
Drive change management as tools, processes, and expectations evolve
Support onboarding and ongoing training
Contribute to pilots, new workflows, and process improvements
Requirements
3+ years of people management or supervisory experience, ideally in operations, support, or customer experience environments
Led teams in proactive, white-glove support models, not just reactive issue resolution
People-first leader who builds trust, psychological safety, and accountability
Strong judgment and can coach through ambiguity and high-emotion situations when clear playbooks don't exist
Thrives in fast-paced, evolving environments and helps teams stay grounded through change
End-to-end ownership
Comfortable using AI tools to investigate data, identify trends, and improve execution
Actively seeks ways to simplify work and reduce manual effort
Highly organized and data-informed
Communicates clearly and collaborates effectively with frontline teams and cross-functional stakeholders