Rider Escalations Representative

📋 Description

• • Manage complex rider escalations via email and phone, delivering empathetic, high-quality support to riders in critical situations.
• • Investigate incident reports and trust policy violations, making data-driven decisions on rider behavior and Supplier Agreement terminations in accordance with internal policies.
• • Collaborate cross-functionally with Restaurant, Customer, Legal, and Applicant Support teams to resolve multi-sided marketplace incidents involving riders.
• • Partner with external stakeholders such as insurance providers to efficiently manage and resolve third-party queries related to rider incidents.
• • Identify operational bottlenecks and challenge existing workflows to drive continuous improvements in service quality for the rider community.
• • Meet ambitious productivity and quality targets in a fast-paced environment while maintaining fairness, transparency, and consistency in decision-making.
• • Work within the Rider Services Center team at Deliveroo’s London HQ, supporting riders who rely on the platform for their livelihood.
• • Utilize analytical skills to interpret data and extract insights using Excel or Google Sheets to inform case resolutions and process enhancements.
• • Operate within a hybrid work model, splitting time between the London office (The River Building HQ) and remote work.
• • Contribute to a values-driven culture focused on inclusion, accountability, and operational excellence in a rapidly evolving three-sided marketplace.
• • Engage with global teams as Deliveroo is now part of DoorDash, potentially collaborating with colleagues across DoorDash and Wolt systems and processes.
• • Maintain a high standard of organization and time management while handling high-volume workloads and prioritizing urgent rider cases.
• • Apply bilingual proficiency in English and either French, Italian, or Dutch to communicate effectively with diverse rider populations.
• • Use customer support ticketing systems such as Zendesk to log, track, and resolve rider escalations efficiently.
• • Take ownership of complex cases and contribute to shaping operational improvements that enhance the rider experience across markets.
• • Ensure compliance with internal policies and regulatory requirements when resolving incidents involving riders, restaurants, and customers.
• • Support a diverse and inclusive workplace by adhering to Deliveroo’s commitment to equality of opportunity and fair treatment for all candidates and employees.