Rider Support Representative

Deliveroo
London
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Empathy","Communication","Problem-solving","Analytical thinking","Ownership"]

Join the Rider Services Center to support Deliveroo riders at the front line of complex cases. You’ll provide timely written support across multiple markets, resolve payment and account issues within SLAs, and handle escalations as a subject matter expert. Use high-volume case data in spreadsheets to identify trends and root causes, and help implement process and workflow improvements to boost rider experience and operational efficiency.

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FursaFursa
Deliveroo
Deliveroo
2 days ago

Rider Support Representative

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Join the Rider Services Center to support Deliveroo riders at the front line of complex cases. You’ll provide timely written support across multiple markets, resolve payment and account issues within SLAs, and handle escalations as a subject matter expert. Use high-volume case data in spreadsheets to identify trends and root causes, and help implement process and workflow improvements to boost rider experience and operational efficiency.
Location: London
Workplace: Hybrid
Employment Type: Full time · 9 months
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Provide timely, clear, empathetic written support to riders across multiple markets, focusing on complex payment and account queries within SLAs.
  • •Handle escalated cases from frontline support teams as a subject matter expert to ensure efficient end-to-end resolution.
  • •Analyze high-volume case data in spreadsheets to identify recurring trends, operational bottlenecks, and root causes.
  • •Proactively recommend and help implement process, tool, and workflow improvements to elevate the rider experience and efficiency.
  • •Collaborate with cross-functional teams to escalate high-risk cases with clear context, data, and actionable next steps.

Key Requirements

  • •Demonstrated experience managing written customer support cases (email/chat) while meeting quality, productivity, and SLAs.
  • •Excellent written and spoken English communication skills to explain policies and resolve delicate issues.
  • •Strong analytical ability 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 a rotational shift pattern including weekends and Bank Holiday coverage.
Experience:Customer support
Skills:EmpathyCommunicationProblem-solvingAnalytical thinkingOwnership
Languages:EnglishFrenchItalianDutch
Tech Stack:Google SheetsExcelZendesk

Company Brief

Deliveroo
Deliveroo is a multinational online food and grocery delivery marketplace connecting consumers, restaurants, retailers and riders via its app and platform, operating across multiple countries with fast local delivery and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Unicorn (USD 1B+)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2013
Glassdoor
Glassdoor: 3.4
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