Rider Escalations Representative

Responsibilities

• Manage complex rider escalations via email and phone, providing empathetic and high-quality support.
• Investigate incident reports and trust policy violations to make data-driven decisions regarding rider behavior.
• Collaborate cross-functionally with Restaurant, Customer, Legal, and Applicant support teams to resolve marketplace incidents.
• Partner with external stakeholders, such as insurance providers, to resolve third-party queries.
• Identify process bottlenecks and suggest workflow improvements to enhance service quality.
• Meet productivity and quality targets within a fast-paced environment.

Requirements

• Bilingual proficiency in English and either French, Italian, or Dutch.
• Strong decision-making skills with the ability to navigate ambiguous situations objectively.
• Analytical approach with familiarity using Excel or Google Sheets.
• Experience working effectively within cross-functional teams.
• Highly organized with the ability to prioritize high-volume workloads.
• Experience using Zendesk or similar customer support ticketing systems.

Benefits

• Opportunity to make a visible impact on customers, riders, and restaurant partners.
• Ownership of complex cases to help shape operational improvements.
• Development of deep operational and regulatory expertise.
• An inclusive, collaborative, and values-driven team culture.

About the Company

Deliveroo is on a mission to transform the way people shop and eat. We operate a fast-growing, three-sided marketplace that connects riders, customers, and restaurants. Now part of DoorDash, we are working as a global team to unlock new possibilities in the food delivery industry.