Rider Escalations Representative

• Manage complex rider escalations via email and phone, delivering high-quality, empathetic support to riders when they need it most
• Investigate incident reports and trust policy violations, confidently making data-driven decisions regarding rider behavior and Supplier Agreement terminations in line with internal policies
• Collaborate cross-functionally with Restaurant, Customer, Legal, and Applicant support teams to resolve multi-sided marketplace incidents
• Partner with external stakeholders, including insurance providers, to efficiently manage and resolve third-party queries
• Drive continuous operational improvements by identifying process bottlenecks and challenging workflows to enhance service quality for our rider community
• Meet ambitious productivity and quality targets in a fast-paced environment, maintaining a high standard of fairness and transparency

• Bilingual proficiency: Excellent written and spoken English, along with fluency in either French, Italian, or Dutch
• Strong decision-making skills: Proven ability to navigate ambiguous situations and confidently make objective decisions based on policy guidelines
• Collaborative mindset: Experience working effectively within cross-functional teams in a fast-changing environment
• Analytical approach: Comfortable working with data and solid familiarity with Excel or Google Sheets to drive insights
• Detail-oriented and organized: Demonstrated ability to prioritize high-volume workloads and manage time effectively
• Familiarity with support tools: Prior experience using Zendesk or similar customer support ticketing systems is highly desirable

Familiarity with support tools: Prior experience using Zendesk or similar customer support ticketing systems is highly desirable

• A competitive and comprehensive compensation and benefits package
• Up to 5% matched pension contributions
• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants
• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity
• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On-site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance
• Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
• Summer and end-of-year parties