Rider Support Representative - Payments

• Own complex casework: Deliver clear, accurate, and empathetic email support to riders across multiple markets, with a dedicated focus on resolving intricate payment-related queries
• Manage high-volume queues: Drive performance by managing a high volume of cases while consistently meeting or exceeding service level agreements (SLAs), productivity targets, and quality standards
• Support frontline teams: Act as a critical escalation point for 1st Line Support teams, handling complex cases and providing clear operational guidance to resolve rider issues end-to-end
• Identify operational improvements: Analyse trends and recurring issues in rider queries to proactively suggest improvements to internal processes, tools, or workflows
• Collaborate cross-functionally: Work alongside cross-functional teams to resolve high-risk rider issues efficiently, ensuring clear context and recommended next steps are provided during escalations

• Professional proficiency in written and spoken English, alongside fluency in either French, Italian, or Dutch
• Demonstrated experience handling case management in a dedicated email or chat-based customer service environment
• Strong comfort with data and a solid understanding of Excel or Google Sheets to identify trends and track performance
• Proven ability to navigate ambiguous information, make resourceful decisions under pressure, and safely escalate complex risks
• Ability to work a schedule that includes dedicated weekend working and Bank Holiday coverage in line with marketplace demand
• Prior experience utilising ticketing tools like Zendesk to manage customer workflows (Desirable)

Prior experience utilising ticketing tools like Zendesk to manage customer workflows

• Competitive and comprehensive compensation and benefits package
• Up to 5% matched pension contributions
• Free Deliveroo Plus
• 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
• 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
• Life assurance
• Maternity, paternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans
• Excellent learning and development opportunities and access to RooLearn
• Regular Employee Resource Group (ERG) led social events
• Summer and end-of-year parties