Senior Rider Support Representative

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

At a glance

You will join the Rider Services Center department to help riders get out on the road and support them once they are there.
As a Senior Rep, you will work on escalated support issues and embolden the team to drive improvement.
You will also work closely with Rider Comms, Payments and Legal teams to resolve operational issues involving riders.

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.

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.