Senior Support Resilience Representative

Responsibilities

• Deliver multi-functional surge support across Insurance validations, Reviews, and Payments queries based on real-time demand.
• Resolve complex, escalated rider cases via email using sound judgment and internal policies.
• Mentor and support junior representatives, providing guidance on advanced cases to accelerate their development.
• Drive operational continuous improvement by identifying trends and updating training materials.
• Own performance against core targets, including SLA, productivity, and quality benchmarks.
• Collaborate with internal stakeholders within the Rider Services Centre to ensure alignment.

Requirements

• Proven experience in email or chat-based customer service, operations, or a marketplace environment.
• Professional proficiency in English plus fluency in French, Italian, or Dutch.
• Demonstrated ability to mentor others and a collaborative mindset.
• Strong problem-solving skills and the ability to make independent decisions on complex cases.
• Proficiency in Excel or Google Sheets to identify and analyze trends.
• Ability to work a schedule that includes regular weekends and Bank Holiday coverage.
• Based in or able to commute to the Manchester office for a hybrid working pattern.

Preferred Qualifications

• Experience using Zendesk or Salesforce.
• Background in handling payment or insurance-related casework.

Benefits

• Opportunity to make a visible impact on customers, riders, and restaurant partners.
• Professional growth through ownership of complex cases and operational improvements.
• Development of deep operational and regulatory expertise in a global environment.
• An inclusive, collaborative, and values-driven team culture.

About the Company

Deliveroo is a global marketplace dedicated to transforming the way people shop and eat. Now part of DoorDash, we combine scale and ambition to unlock new possibilities for our customers, riders, and restaurant partners worldwide.