Senior Support Supervisor

<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34e=22630t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181utm_ptz=ESTutm_rqt=track" alt="" width="1"></p></div><h2><strong>About the Team</strong></h2> <p>DoorDash Commerce Platform is our restaurant software business, offering products such as online ordering, branded mobile apps, and loyalty solutions that help merchants grow through their own first party channels. Within this organization, the Merchant Success Operations team ensures restaurants have a smooth onboarding and launch experience and ongoing operational support.</p> <p>The Online Ordering Support team plays a key role in this mission by helping restaurants operate their digital ordering experience day to day. We resolve issues quickly, strengthen operational standards, and improve how merchants experience our product.</p> <h2><strong>About the Role</strong></h2> <p>The Senior Support Supervisor leads a team of Technical Support Specialists supporting our Online Ordering product. Our customers are merchants, primarily restaurants, who rely on our platform to power their digital ordering experience, and this role is accountable for daily operational performance, service level compliance, escalation management, and overall support quality that directly impacts merchant success.</p> <p>This role combines hands-on operational leadership with clear strategic ownership. In addition to leading the team day to day, they are responsible for identifying systemic gaps, defining structured improvement plans, and leading implementation of changes across workflows, documentation, and support tooling.</p> <p>They will play a key role in strengthening performance standards, improving how our ticketing platform operates through automation and artificial intelligence functionality, and translating operational data into measurable improvements in efficiency and consistency.</p> <p>They will report into the Senior Manager, Merchant Success Operations on our Online Ordering team in our Strategy and Operations organization.</p> <h2><strong>You’re excited about this opportunity because you will…</strong></h2> <ul> <li>Lead a team of Support Specialists and own service level performance, resolution quality, and overall operational outcomes.</li> <li>Handle high impact merchant escalations, including difficult phone calls and written communication with senior or frustrated stakeholders.</li> <li>Improve workflows, tooling configuration, automation, and artificial intelligence functionality within our ticketing platform.</li> <li>Identify systemic operational gaps, define improvement plans, and implement structured process changes.</li> <li>Use support data and cross functional collaboration with Product, Engineering, and Operations to resolve recurring issues and improve merchant experience.</li> </ul> <h2><strong>We’re excited about you because…</strong></h2> <ul> <li>You have 3 to 6 years of experience in Customer Support or Operations within a software or online platform environment and at least 3 years of direct people management experience leading frontline teams.</li> <li>You have owned operational performance metrics such as service level compliance, resolution time, escalation rates, and quality standards.</li> <li>You have led implementation of operational improvements, including workflow redesign, tooling updates, or process standardization initiatives.</li> <li>You have hands-on experience using and improving ticketing systems such as Intercom, or comparable platforms, including routing logic, automation, or artificial intelligence features.</li> <li>You have handled complex merchant or customer escalations and driven cross functional resolution involving Product, Engineering, or Operations.</li> </ul> <p><br>We expect this position to be ... (truncated, view full listing at source)