Senior Rider Support Lead - Escalations & Cross-Functional

Deliveroo; Greater London; On-site; GBP 28,000 - 42,000; Full time

Job summary

DoorDash is seeking a Senior Rider Support Representative to join the Rider Services Center. You will handle escalated rider issues, guide junior teammates, and collaborate with Rider Comms, Payments and Legal to resolve cross-functional challenges.

You will maintain training materials and identify bottlenecks to improve performance, while analysing daily data in Excel/Sheets to monitor quality and targets.

Qualifications

• Strong written and spoken English, able to communicate clearly and empathetically.
• Proven ability to manage, prioritise, and execute tasks in a fast-paced environment.
• Demonstrated track record of using data (Excel/Google Sheets) to troubleshoot issues and inform decisions.
• Sound judgment and confidence making decisions aligned with internal policies in ambiguity.
• Strong collaborative mindset with cross-functional teamwork experience.
• Fluency in French, Italian, or Dutch is desirable; experience with Zendesk preferred.

Responsibilities

• Resolve high-priority and escalated rider issues across multiple markets via email with high quality and speed.
• Support and guide junior team members through complex incidents to ensure consistent service delivery.
• Partner with Rider Comms, Payments, and Legal teams to resolve cross-functional operational challenges.
• Maintain up-to-date training materials and best-practice guides to standardise team processes.
• Identify operational bottlenecks with the Team Lead and implement solutions to boost performance.
• Analyse daily operational data in Excel/Google Sheets to track quality, productivity, and team targets.

Skills

English skills

Task management

Data analysis

Decision making

Collaboration

French/Italian/Dutch (desirable)

Tools

Zendesk

Job description

DoorDash is seeking a Senior Rider Support Representative to join the Rider Services Center. You will handle escalated rider issues, guide junior teammates, and collaborate with Rider Comms, Payments and Legal to resolve cross-functional challenges.

You will maintain training materials and identify bottlenecks to improve performance, while analysing daily data in Excel/Sheets to monitor quality and targets.