Rider Support Representative - Payments

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.

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:

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  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.

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  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.

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  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.

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  Identify operational improvements: Analyse trends and recurring issues in rider queries to proactively suggest improvements to internal processes, tools, or workflows.

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  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.

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.

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

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!