At a Glance
- Tasks: Support riders with payment queries and manage complex casework in a fast-paced environment.
- Company: Join Deliveroo, a leader in transforming how people shop and eat.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Inclusive culture with diverse teams and excellent career development opportunities.
- Why this job: Make a real impact on rider experiences while developing your skills.
- Qualifications: Fluency in English and another language, plus customer support experience.
The predicted salary is between 30000 - 40000 € per year.
Location: Manchester, UK
Working pattern: Hybrid (includes weekend and Bank Holiday shift patterns)
Languages: English proficiency required; and fluency in French, Italian, or Dutch required
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 Support Specialist to join the Rider Services team, working at the forefront of complex and high-impact cases to get riders on the road and support them while they’re there. Here’s what your day-to-day might look like:
- Own complex casework: Deliver clear, accurate, and empathetic email support to riders across multiple markets, with a dedicated focus on resolving intricate payment-related queries.
- Manage high-volume queues: Drive performance by managing a high volume of cases while consistently meeting or exceeding service level agreements (SLAs), productivity targets, and quality standards.
- Support frontline teams: Act as a critical escalation point for 1st Line Support teams, handling complex cases and providing clear operational guidance to resolve rider issues end-to-end.
- Identify operational improvements: Analyse trends and recurring issues in rider queries to proactively suggest improvements to internal processes, tools, or workflows.
- Collaborate cross-functionally: Work alongside cross-functional teams to resolve high-risk rider issues efficiently, ensuring clear context and recommended next steps are provided during escalations.
What You’ll Need to Thrive
Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:
- Multilingual communication skills: Professional proficiency in written and spoken English, alongside fluency in either French, Italian, or Dutch to seamlessly support multiple markets.
- Customer support experience: Demonstrated experience handling case management in a dedicated email or chat-based customer service environment.
- Analytical and data mindset: Strong comfort with data and a solid understanding of Excel or Google Sheets to identify trends and track performance.
- Problem-solving and adaptability: Proven ability to navigate ambiguous information, make resourceful decisions under pressure, and safely escalate complex risks.
- Operational flexibility: Ability to work a schedule that includes dedicated weekend working and Bank Holiday coverage in line with marketplace demand.
- Tool proficiency (Desirable): Prior experience utilising ticketing tools like Zendesk to manage customer workflows.
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 process that lets your skills shine — our interview typically includes 3–4 stages. Learn more about how we hire here.
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!
Rider Support Representative - Payments in Manchester employer: Deliveroo
Deliveroo is an exceptional employer that prioritises service excellence and employee growth in a dynamic, inclusive environment. As a Rider Support Representative in Manchester, you'll have the opportunity to make a tangible impact on riders' experiences while developing your skills through ownership of complex cases and collaboration across teams. With a commitment to diversity and a supportive culture, Deliveroo fosters an atmosphere where every team member can thrive and contribute meaningfully.
StudySmarter Expert Advice🤫
We think this is how you could land Rider Support Representative - Payments in Manchester
✨Tip Number 1
Get to know the company inside out! Research Deliveroo's mission, values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with riders from various backgrounds, brush up on your multilingual abilities and ensure you can convey empathy and clarity in your responses.
✨Tip Number 3
Prepare for situational questions! Think about how you've handled complex cases in the past and be ready to share specific examples that highlight your problem-solving skills and adaptability.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our Rider Services team.
We think you need these skills to ace Rider Support Representative - Payments in Manchester
Some tips for your application 🫡
Show Off Your Multilingual Skills:Since we're looking for someone who can communicate in English and either French, Italian, or Dutch, make sure to highlight your language skills. Use examples from your past experiences where you’ve successfully communicated with customers in these languages.
Tailor Your Email Support Experience:We want to see how you've handled complex casework in the past. Share specific instances where you provided clear and empathetic email support, especially related to payments or customer queries. This will show us you're ready for the role!
Demonstrate Your Analytical Mindset:Mention any experience you have with data analysis, especially if you've used tools like Excel or Google Sheets. We love candidates who can identify trends and suggest improvements, so don’t hold back on showcasing your analytical skills!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Deliveroo
✨Know Your Stuff
Before the interview, make sure you understand Deliveroo's mission and values. Familiarise yourself with the role of a Rider Support Representative, especially around payment-related queries. This will help you demonstrate your genuine interest in the position and how you can contribute to their goals.
✨Show Off Your Multilingual Skills
Since fluency in French, Italian, or Dutch is required, be prepared to showcase your language skills during the interview. You might be asked to respond to questions or role-play scenarios in these languages, so practice beforehand to ensure you're comfortable and confident.
✨Demonstrate Problem-Solving Abilities
Think of examples from your past experience where you've successfully resolved complex customer issues. Be ready to discuss your thought process and how you navigated challenges. This will highlight your analytical mindset and adaptability, which are key for this role.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, operational improvements, and how success is measured in the role. This shows that you're not only interested in the job but also eager to contribute to the team's success and growth.
