Senior Rider Support Representative

We’re looking for a talented person to join the Rider Services Center department, a bustling and vibrant team that helps riders get out on the road and support them once they’re there. Reporting to the Rider Support Team Lead, you will be a key part of the team that ensures we are providing best-in-class support to our Riders. As a Senior Rep, you will work on escalated support issues and embolden the team to drive improvement. This is the perfect opportunity to join an exciting, fast-growing business and expand your operational abilities, whilst supporting riders when they need our support the most. You will also work closely with our Rider Comms, Payments and Legal teams to resolve operational issues involving riders.

What You’ll Be Doing

You will handle complex escalations, partner with cross-functional teams, and help elevate the overall performance of the support team.

Here’s what your day-to-day might look like:

• Resolve high-priority and escalated rider issues across multiple markets via email with high quality and speed.
• Support and guide junior team members through complex incidents to ensure consistent service delivery.
• Partner with Rider Comms, Payments, and Legal teams to resolve cross-functional operational challenges.
• Maintain up-to-date training materials and best-practice guides to standardise team processes.
• Identify operational bottlenecks alongside the Team Lead and implement solutions to boost performance.
• Analyse daily operational data in Excel/Google Sheets to track quality, productivity, and team targets.

What You’ll Need to Thrive

• Our ideal candidate will embody our Deliveroo values and bring strong expertise in some of these areas, with curiosity to grow in others:
• Strong written and spoken English skills, with the ability to communicate clearly and empathetically.
• Proven ability to manage, prioritise, and execute tasks effectively in a fast-paced environment.
• Demonstrated track record of using data (Excel/Google Sheets) to troubleshoot issues and inform decision-making.
• Sound judgment and confidence making decisions in line with internal policies when handling ambiguous scenarios.
• Strong collaborative mindset with experience working across cross-functional teams to resolve issues.
• Fluency in French, Italian, or Dutch is desirable, as is prior experience with Zendesk.

Why This Opportunity 

This role offers the chance to grow your career at Deliveroo, developing new skills, collaborating across teams, and taking on meaningful challenges that drive real impact. You’ll work with passionate colleagues across the Operations team and continue building your Deliveroo story in a new way. We’re committed to supporting internal mobility and we encourage you to explore how this opportunity aligns with your development goals.