Rider Support Representative

London, United Kingdom - Deliveroo · Full-time · Hybrid · Posted Sep 29, 2026

At a glance

Join the Rider Services Centre team as a Rider Support Representative to support Deliveroo's riders through thoughtful, efficient, and empathetic service.
Work at the forefront of complex and high-impact cases to help riders get out on the road and support them once they are there.

Provide timely, clear, and empathetic written support to riders across multiple markets, with a focus on resolving complex payment and account queries within defined service level agreements.
Handle escalated cases from frontline support teams, serving as a subject matter expert to ensure efficient, end-to-end resolution.
Analyze high-volume case data using spreadsheets to identify recurring trends, operational bottlenecks, and root causes of rider issues.
Proactively recommend and help implement process, tool, and workflow improvements to elevate the rider experience and boost operational efficiency.
Collaborate with cross-functional teams to escalate high-risk cases with clear context, data, and actionable recommended next steps.

Demonstrated experience managing written customer support cases (email/chat) while consistently meeting quality, productivity, and target SLAs.
Excellent written and spoken English communication skills, with a proven ability to explain complex policies and resolve delicate issues clearly.
Strong analytical ability with hands-on proficiency using data tools like Google Sheets or Excel to track trends and organize workflows.
Proven ability to thrive in a fast-paced environment, taking ownership of ambiguous or complex situations with an empathetic, problem-solving mindset.
Flexibility to work on a rotational shift pattern that includes weekend and Bank Holiday coverage to support our marketplace operations.