Senior Rider Support Representative

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

Our Global Structure

the company 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.

We're looking for a talented person to join the Rider Services Center department, a bustling and vibrant team that helps riders get out on the road and support them once they're there. Reporting to the Rider Support Team Lead, you will be a key part of the team that ensures we are providing best-in-class support to our Riders. As a Senior Rep, you will work on escalated support issues and embolden the team to drive improvement. This is the perfect opportunity to join an exciting, fast-growing business and expand your operational abilities, whilst supporting riders when they need our support the most. You will also work closely with our Rider Comms, Payments and Legal teams to resolve operational issues involving riders.

What You'll Be DoingYou will handle complex escalations, partner with cross-functional teams, and help elevate the overall performance of the support team.

Here’s what your day-to-day might look like:

• 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 alongside the Team Lead and implement solutions to boost performance.
• Analyse daily operational data in Excel/Google Sheets to track quality, productivity, and team targets.

What You’ll Need to Thrive

• Our ideal candidate will embody our the company values and bring strong expertise in some of these areas, with curiosity to grow in others:
• Strong written and spoken English skills, with the ability to communicate clearly and empathetically.
• Proven ability to manage, prioritise, and execute tasks effectively in a fast-paced environment.
• Demonstrated track record of using data (Excel/Google Sheets) to troubleshoot issues and inform decision-making.
• Sound judgment and confidence making decisions in line with internal policies when handling ambiguous scenarios.
• Strong collaborative mindset with experience working across cross-functional teams to resolve issues.
• Fluency in French, Italian, or Dutch is desirable, as is prior experience with Zendesk.

Why This Opportunity

This role offers the chance to grow your career at the company, developing new skills, collaborating across teams, and taking on meaningful challenges that drive real impact. You'll work with passionate colleagues across the Operations team and continue building your the company story in a new way. We're committed to supporting internal mobility and we encourage you to explore how this opportunity aligns with your development goals.

Diversity, Equity and Inclusion

At the company, 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!