Job Overview
Location
Manchester - Main Office
Job Type
Full-time
Category
Software Engineering
Date Posted
July 4, 2026
Full Job Description
📋 Description
- • Resolve complex payment-related inquiries from riders across multiple international markets through email support, ensuring accurate, empathetic, and timely responses.
- • Manage high-volume case queues while consistently meeting or exceeding service level agreements (SLAs), productivity targets, and quality benchmarks.
- • Serve as a critical escalation point for first-line support teams, providing clear operational guidance to resolve intricate rider issues end-to-end.
- • Analyze recurring rider query trends to identify systemic issues and proactively recommend improvements to internal processes, tools, or workflows.
- • Collaborate cross-functionally with teams across operations, compliance, and technology to resolve high-risk rider cases, ensuring context and recommended next steps are clearly communicated.
- • Deliver support in a fast-paced, global environment with direct impact on rider retention, satisfaction, and marketplace trust.
- • Work within a hybrid model requiring three days per week in the Manchester office, with scheduled shifts covering Wednesday through Sunday, including Bank Holidays.
- • Utilize data and metrics in Excel or Google Sheets to track performance, identify patterns, and support decision-making for service enhancements.
- • Maintain professional communication in English and one additional language: French, Italian, or Dutch, to effectively serve riders in multiple European markets.
- • Operate within ticketing systems to manage and prioritize customer workflows, ensuring accurate logging and resolution tracking of all cases.
- • Adapt quickly to evolving operational demands, ambiguous situations, and changing marketplace conditions while maintaining high standards of service quality.
- • Contribute to a culture of continuous improvement by sharing insights from frontline interactions to inform product, policy, and process changes.
- • Engage in a collaborative, values-driven team environment that prioritizes inclusion, accountability, and service excellence across Deliveroo and DoorDash global operations.
🎯 Requirements
- • Professional proficiency in written and spoken English, plus fluency in French, Italian, or Dutch
- • Demonstrated experience managing case-based customer support via email or chat in a high-volume environment
- • Strong comfort using Excel or Google Sheets to analyze data, identify trends, and track performance metrics
- • Ability to work scheduled shifts including weekends and Bank Holidays
- • Proven problem-solving skills with ability to navigate ambiguous information and escalate risks appropriately
- • Prior experience using ticketing tools like Zendesk (desirable)
🏖️ Benefits
- • Direct impact on rider outcomes, marketplace trust, and operational efficiency
- • Opportunities for ownership and career growth through operational expertise development
- • Collaborative, inclusive culture with global team exposure across Deliveroo and DoorDash
- • Hybrid work model with three days per week in the Manchester office
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
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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