Rider Support Representative

About the role:

We’re looking for a talented and driven individual to join our Rider Services department — a fast-paced, energetic team that supports riders from onboarding through to daily operations. This is a fantastic opportunity to be part of a growing, dynamic business while developing your skills in both operations and customer support.

About the team:

Reporting to the Rider Support Team Lead, you’ll play a key role in ensuring rider queries are resolved accurately and efficiently. You’ll also support frontline teams with complex issues and contribute to identifying areas for operational improvement.

Key Responsibilities

• Provide support to riders across multiple markets, primarily via email.
• Respond to queries efficiently while meeting ambitious productivity and quality targets.
• Escalate issues where needed, offering proactive solutions and feedback.
• Assist 1st line support teams with complex or escalated cases.
• Complete various administrative tasks to support wider team operations.
• Contribute to a high-performance team environment through collaboration and shared goals.

Requirements:

• Excellent communication skills in both written and spoken English.
• Proficiency in a second language, particularly French (preferred) or Italian.
• Strong organisation and prioritisation skills, with great attention to detail.
• A collaborative mindset, especially in fast-paced, target-driven environments.
• A curious and analytical approach, with the ability to challenge inefficient processes.
• Adaptability and problem-solving skills when working with ambiguous or evolving information.
• Goal-oriented and highly motivated to improve and grow.
• Empathy and a customer-first attitude when supporting our riders.
• Prior experience in a customer service environment.
• Able to commit to a Tuesday – Saturday working pattern once fully trained and onboarded.

Desirable:

• Experience using Zendesk and Google Sheets.
• A university degree or equivalent practical experience.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops, and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We move fast, value autonomy and ownership, and are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business, and we prioritise their welfare. Benefits differ by country, but we offer many benefits including healthcare, well-being support, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific; please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that reflects the world we live in and the diverse customers we serve. That means we have no judgement about any aspect of your identity – your gender, race, sexuality, religion, or even your passion for pineapple on pizza. We just ask that you’re enthusiastic about food and keen to be part of a high-growth, high-energy business.

We are committed to diversity, equity and inclusion throughout our hiring process. If you require adjustments to apply for a role or participate in an interview, please let us know. We will ensure you have the support you need to showcase your skills and potential.