Support Resilience Representative

Location: Manchester, UK

Working pattern: Either Tuesday - Saturday or Sunday - Thursday

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do.

Reporting into the Support Resilience Team Lead, you will be part of the newly formed Support Resilience team - a cross-trained, flexible team based in our Manchester office, built to provide high-quality surge support across our Insurance, Reviews, and Payments functions.

This is a brilliant opportunity to join a growing team and develop a broad set of operational skills across multiple functions, supporting riders when they need us most.

You’ll be joining the Support Resilience team, working at the forefront of complex and high-impact cases. This newly formed, cross-trained, and flexible team is built to provide high-quality surge support across our Insurance, Reviews, and Payments functions.

Here’s what your day-to-day might look like:

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  Flex across key functions to deliver high-quality support across Insurance validations, Reviews, and Payments queries based on real-time business demand.

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  Own rider communication by providing clear, empathetic, and consistent responses via email in line with internal policies.

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  Assess cases and drive fair resolutions by making well-reasoned decisions across all three supported workflows while meeting SLA, productivity, and quality targets.

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  Identify operational trends or recurring issues and proactively suggest improvements to processes or workflows.

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  Escalate complex or high-risk cases to senior team members with clear context and recommended next steps.

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  Collaborate within the Rider Services Centre to support cross-functional teams on an ad hoc basis and contribute to a high-performance environment.

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Demonstrated experience in an email or chat-based Customer Service, Operations, or marketplace environment.

• Excellent communication skills with high proficiency in written and spoken English, paired with the ability to clearly explain complex decisions.

• Strong adaptability and decision-making skills, with comfort navigating ambiguous information across different case types.

• Analytical mindset with proficiency in managing data and familiarity with Excel or Google Sheets.

• Proven ability to work collaboratively in a fast-changing environment with ambitious targets while maintaining a detail-oriented approach.

• Full schedule flexibility to work from our Manchester office, including regular weekend days and Bank Holiday coverage.

• Bonus points for: Proficiency in a second language (French, Italian, or Dutch), or experience with Zendesk, Salesforce, payment queries, or insurance casework.

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!