Strategy & Operations Contractor (Merchant Onboarding Specialist, DoorDash Catering)

Excelgens

About the Role

As a Merchant Onboarding Specialist on the Catering team, you will be the first point of contact for merchants after they have been sold into the catering program. You will guide new merchant partners through the full onboarding journey - from account setup to their first successful catering order - ensuring a seamless experience that sets them up for long-term success on the platform.

What You'll Do

Own the end-to-end onboarding process for newly signed catering merchants, serving as their primary point of contact from handoff by the sales team through go-live
Conduct onboarding calls and walkthroughs to educate merchants on the catering platform, tools, and best practices
Guide merchants through menu setup, operational configuration (order lead times, catering minimums, packaging requirements), and tablet/POS integration
Coordinate with internal teams including Sales, Account Management, Operations, and Tech Support to resolve blockers and ensure smooth launches
Track onboarding milestones and maintain accurate records in CRM tools such as Salesforce
Identify common friction points in the onboarding process and surface feedback to improve the program
Support merchants through their first orders, providing real-time coaching and issue resolution
Meet targets related to time-to-activation and merchant satisfaction scores

What We're Looking For

2+ years of experience in merchant onboarding, customer success, account management, or a similar client-facing role
Strong communication skills with the ability to explain complex processes clearly and build trust quickly over phone, email, and video
Highly organized with the ability to manage a large portfolio of onboarding merchants simultaneously
Experience working cross-functionally and escalating issues effectively
Comfort using tools such as Salesforce, Google Workspace, and internal operations platforms
Background in restaurant, food service, or B2B marketplace platforms is a plus
Self-starter mentality with a passion for helping small and mid-size businesses succeed

Nice to Have

Familiarity with catering operations or large-order food programs
Experience with merchant onboarding tools, menu management systems, or merchant portals
Prior experience at a marketplace, SaaS, or food tech company

Apply

Vacancy posted 1 day ago

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