Customer Service Agent (Italian Speaking) - Inbound B2B

Deliveroo; Manchester; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

Health insurance

Delivery Plus subscription

Job summary

Deliveroo is seeking a Customer Service Agent (Italian Speaking) to join our Merchant Excellence team in Manchester. You will handle inbound and live chat support for restaurant and grocery partners, delivering fair, timely resolutions with a focus on the Italian market.

The role is hybrid (3 days in-office), 40 hours per week, with shifts including weekends and public holidays. You’ll collaborate across a three-sided marketplace and work to improve merchant outcomes.

Qualifications

• Fluent in Italian and English for customer interactions.
• Ability to manage a high-volume workload with empathy and professionalism.
• Experience in customer service or support roles is a plus.

Responsibilities

• Handle inbound and live chat contacts for Italian merchants.
• Resolve complex partner issues with timely, high-quality solutions.
• Promote value-add initiatives such as ads to help merchants succeed on the platform.

Skills

Italian speaking

Fluent English

Customer service

High-volume handling

Empathy & clarity

Problem-solving

Job description

Our Global Structure

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.

Our Global Structure

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.

Customer Service Agent (Italian Speaking) - Inbound B2B

Location: Manchester

Working pattern: Hybrid (3 days in-office) | 40 hours per week | Rotational shift pattern including weekends and public holidays (09:00 - 19.00).

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Merchant Support team supports Deliveroo's restaurant and grocery partners 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 Customer Service Agent to join our Merchant Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions for our Merchants.

What You’ll Be Doing

You’ll be joining the Merchant Service team, handling both Inbound and Live chat contacts for our restaurant and grocery partners.

Here’s What Your Day-to-day Might Look Like

• Own complex partner resolutions: Handling inbound calls from our Merchants with an obsessive focus on service excellence for the Italian market.


• Champion the Merchant experience: Act as the face of the Merchant excellence team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores.


• Help our Merchants succeed - Promote value add initiatives such as launching ads to improve the merchants success on the platform.

What You’ll Need To Thrive

• Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome autonomously.


• Strong solution-based mindset: An organized and driven approach to problem-solving in a fast-paced environment.


• Exceptional communication skills: Fluent in Italian and English with the ability to handle sensitive cases with empathy and professional clarity.


• Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants.


• Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace.


• Technical aptitude: Familiarity with CRM systems, telephony platforms, or knowledge bases is a plus.

Why Join Us?

At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.

• Make a visible impact every day – Your work directly improves outcomes for customers, riders and restaurant partners.


• Grow through ownership – Take responsibility for complex cases and help shape improvements to how we operate.


• Develop deep operational expertise – Work across teams and markets to build strong regulatory and service knowledge.


• Deliver together in an inclusive culture – Collaborative, values-driven teams that support how you work best.

Benefits

25 days holiday + bank holidays (depending on department commitments) and \"Time off for Charity\" days.

• Subsidised health, dental, and life insurance.


• Deliveroo Plus subscription and company-paid team meals.


• Online learning courses from global universities and gym discounts.


• Cycle to work scheme and pension contributions.

Our Global Structure

Deliveroo is 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.

Diversity, Equity and Inclusion

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!