Job Overview
Location
Manchester - Main Office
Job Type
Full-time
Category
Customer Support
Date Posted
April 22, 2026
Full Job Description
đź“‹ Description
- • As a Customer Support Agent - Italian at Deliveroo, you will play a critical role in resolving high-priority and complex complaints across the three-sided marketplace, ensuring fair and timely outcomes for customers, riders, and restaurant partners.
- • Your day-to-day responsibilities include acting as a specialist escalation point for critical issues, conducting root cause analysis to identify systemic trends, liaising with internal stakeholders and regulatory bodies, and drafting professional, empathetic correspondence while maintaining compliance with GDPR and industry standards.
- • You will join the Marketplace Support & Service Excellence team within Deliveroo’s Global Escalations team, working in a hybrid model (approximately 3 days per week in-office) with rotational shifts, supporting a mission-driven culture focused on service excellence, innovation, and impact.
- • This role offers the opportunity to develop deep operational expertise in complaint resolution, regulatory compliance, and process improvement, while growing your analytical and conflict resolution skills in a fast-paced, global environment backed by DoorDash and Wolt.
🎯 Requirements
- • Significant experience in escalation or senior complaints handling, preferably within a regulated industry or fast-paced tech environment.
- • Fluency in English and Italian, with the ability to communicate professionally and empathetically in both languages.
- • Strong understanding of complaint resolution processes, including familiarity with regulatory requirements such as FCA, GDPR, or equivalent.
- • Proven ability to navigate complex negotiations and conflict resolution, maintaining professionalism during challenging conversations.
- • Strong analytical and problem-solving skills, with a demonstrated ability to assess complex data and make well-reasoned decisions.
- • Experience using CRM systems and case management tools to track, report, and manage multiple high-priority cases simultaneously.
🏖️ Benefits
- • Make a visible impact every day by directly improving outcomes for customers, riders, and restaurant partners.
- • Grow through ownership by taking responsibility for complex cases and helping shape operational improvements.
- • Develop deep operational expertise by working across teams and markets to build strong regulatory and service knowledge.
- • Collaborate in an inclusive, values-driven culture that supports how you work best.
- • Opportunity to work within a global team structure as part of DoorDash, with potential collaboration across DoorDash and Wolt teams.
- • Commitment to diversity, equity, and inclusion, with support available for applicants requiring reasonable adjustments during the recruitment process.
Skills & Technologies
About Deliveroo Holdings plc
Deliveroo operates an online food-delivery marketplace connecting consumers with restaurants and grocery retailers through a logistics network of riders. Founded in 2013 in London, the platform processes orders via mobile and web, manages dispatch, and provides data analytics to partners. Revenue comes from commissions, delivery fees, and subscription memberships. It serves urban markets across Europe, Asia-Pacific, and the Middle East, holding licenses as a technology intermediary and courier service provider.
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