Rider Support Representative

Descripción del puesto

Location: London Working pattern: Hybrid (Rotational shift pattern, including weekends and Bank Holiday coverage) Languages: English (Required); French, Italian, or Dutch (Desirable) 9 Month Fixed Term Contract Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Rider Services Centre team supports Deliveroo’s riders —delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you. What You’ll Be Doing We’re looking for a Rider Services Representative to join our Rider Services Center team, working at the forefront of complex and high-impact cases to help riders get out on the road and support them once they're there. Here’s what your day-to-day might look like: Provide timely, clear, and empathetic written support to riders across multiple markets, with a focus on resolving complex payment and account queries within defined service level agreements. Handle escalated cases from frontline support teams, serving as a subject matter expert to ensure efficient, end-to-end resolution. Analyze high-volume case data using spreadsheets to identify recurring trends, operational bottlenecks, and root causes of rider issues. Proactively recommend and help implement process, tool, and workflow improvements to elevate the rider experience and boost operational efficiency. Collaborate with cross-functional teams to escalate high-risk cases with clear context, data, and actionable recommended next steps. What You’ll Need to Thrive Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others: Demonstrated experience managing written customer support cases (email/chat