Rider Support Representative

About this role

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) while consistently meeting quality, productivity, and target SLAs. • Excellent written and spoken English communication skills, with a proven ability to explain complex policies and resolve delicate issues clearly. • Strong analytical ability with hands-on proficiency using data tools like Google Sheets or Excel to track trends and organize workflows. • Proven ability to thrive in a fast-paced environment, taking ownership of ambiguous or complex situations with an empathetic, problem-solving mindset. • Flexibility to work on a rotational shift pattern that includes weekend and Bank Holiday coverage to support our marketplace operations. • Bonus: Familiarity with customer service software like Zendesk, or proficiency in French, Italian, or Dutch. Why Join Us? At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact. • 🔧 Make a visible impact every day: Your work directly improves outcomes for customers, riders and restaurant partners. • 🌱 Grow through ownership: Take responsibility for complex cases and help shape improvements to how we operate. • 🧠 Develop deep operational expertise: Work across teams and markets to build strong regulatory and service knowledge. • 🌎 Deliver together in an inclusive culture: Collaborative, values-driven teams that support how you work best. We aim to create a fair interview process that lets your skills shine. Learn more about how we hire here     Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.   Diversity, Equity and Inclusion At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.   We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.   If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.   If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!