Senior Support Supervisor

About the Team

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.

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.

About the Role

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.

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.

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.

They will report into the Senior Manager, Merchant Success Operations on our Online Ordering team in our Strategy and Operations organization.

You’re excited about this opportunity because you will…

• Lead a team of Support Specialists and own service level performance, resolution quality, and overall operational outcomes.
• Handle high impact merchant escalations, including difficult phone calls and written communication with senior or frustrated stakeholders.
• Improve workflows, tooling configuration, automation, and artificial intelligence functionality within our ticketing platform.
• Identify systemic operational gaps, define improvement plans, and implement structured process changes.
• Use support data and cross functional collaboration with Product, Engineering, and Operations to resolve recurring issues and improve merchant experience.

We’re excited about you because…

• 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.
• You have owned operational performance metrics such as service level compliance, resolution time, escalation rates, and quality standards.
• You have led implementation of operational improvements, including workflow redesign, tooling updates, or process standardization initiatives.
• You have hands-on experience using and improving ticketing systems such as Intercom, or comparable platforms, including routing logic, automation, or artificial intelligence features.
• You have handled complex merchant or customer escalations and driven cross functional resolution involving Product, Engineering, or Operations.

We expect this position to be filled by May 1, 2026.

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

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future.

In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national base pay range for this position within the United States, including Illinois and Colorado.$88,000—$129,400 USD

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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

If you need any accommodations, please inform your recruiting contact upon initial connection.