At a Glance
- Tasks: Support Deliveroo riders with empathetic service and resolve complex issues.
- Company: Join a dynamic team at Deliveroo, transforming the way people shop and eat.
- Benefits: Hybrid work, competitive salary, and opportunities for personal growth.
- Other info: Inclusive culture that values diversity and offers career advancement.
- Why this job: Make a real impact while developing your skills in a fast-paced environment.
- Qualifications: Strong written communication and analytical skills; customer support experience preferred.
The predicted salary is between 27000 - 33000 £ per year.
Location: London
Working pattern: Hybrid (Rotational shift pattern, including weekends and Bank Holiday coverage)
Languages: English (Required); French, Italian, or Dutch (Desirable)
9 Month Fixed Term Contract
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 Services Representative to join our Rider Services Center team, working at the forefront of complex and high-impact cases to help riders get out on the road and support them once they’re there. Here’s what your day-to-day might look like:
- Provide timely, clear, and empathetic written support to riders across multiple markets, with a focus on resolving complex payment and account queries within defined service level agreements.
- Handle escalated cases from frontline support teams, serving as a subject matter expert to ensure efficient, end-to-end resolution.
- Analyze high-volume case data using spreadsheets to identify recurring trends, operational bottlenecks, and root causes of rider issues.
- Proactively recommend and help implement process, tool, and workflow improvements to elevate the rider experience and boost operational efficiency.
- Collaborate with cross-functional teams to bring high risk cases with clear context, data and actionable recommended next steps.
What You’ll Need to Thrive
Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:
- Demonstrated experience managing written customer support cases (email/chat) while consistently meeting quality, productivity, and target SLAs.
- Excellent written and spoken English communication skills, with a proven ability to explain complex policies and resolve delicate issues clearly.
- Strong analytical ability with hands‑on proficiency using data tools like Google Sheets or Excel to track trends and organize workflows.
- Proven ability to thrive in a fast‑paced environment, taking ownership of ambiguous or complex situations with an empathetic, problem‑solving mindset.
- Flexibility to work on a rotational shift pattern that includes weekend and Bank Holiday coverage to support our marketplace operations.
- Bonus: Familiarity with customer service software like Zendesk, or proficiency in French, Italian, or Dutch.
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 interview process that lets your skills shine. 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’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 in London employer: Jackalope Digital LLC
MoonPay is an exceptional employer that fosters a dynamic and collaborative work culture in the heart of London. With a strong emphasis on employee growth, you will have the opportunity to lead innovative projects in real-time fraud detection while working alongside talented professionals. The company offers competitive benefits and a commitment to high-velocity delivery, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Rider Support Representative in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Jackalope Digital LLC.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Jackalope Digital LLC. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Rider Support Representative in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Jackalope Digital LLC.
How to prepare for a job interview at Jackalope Digital LLC
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Jackalope Digital LLC's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Jackalope Digital LLC offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
