Rider Escalations Representative

RIDER ESCALATIONS REPRESENTATIVE

Location: London, UK

Working pattern: Hybrid

12 month Fixed Term Contract

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do.

We’re looking for a talented person to join the Rider Services Center department, a bustling and vibrant team who help riders get out on the road and support them once they’re there. 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 Restaurant, Customer and Legal teams to resolve incidents involving riders.

Reporting into the Rider Escalations Team Lead, you will be a key part of the team that ensures we are providing best in class support to our Riders, Customers and Restaurants.

WHAT YOU’LL BE DOING

You’ll be joining the Rider Services Center team, working at the forefront of complex and high-impact cases. Here’s what your day-to-day might look like:

• Manage complex rider escalations via email and phone, delivering high-quality, empathetic support to riders when they need it most.

• Investigate incident reports and trust policy violations, confidently making data-driven decisions regarding rider behavior and Supplier Agreement terminations in line with internal policies.

• Collaborate cross-functionally with Restaurant, Customer, Legal, and Applicant support teams to resolve multi-sided marketplace incidents.

• Partner with external stakeholders, including insurance providers, to efficiently manage and resolve third-party queries.

• Drive continuous operational improvements by identifying process bottlenecks and challenging workflows to enhance service quality for our rider community.

• Meet ambitious productivity and quality targets in a fast-paced environment, maintaining a high standard of fairness and transparency.

WHAT YOU’LL NEED TO THRIVE

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Bilingual proficiency: Excellent written and spoken English, along with fluency in either French, Italian, or Dutch.

• Strong decision-making skills: Proven ability to navigate ambiguous situations and confidently make objective decisions based on policy guidelines.

• Collaborative mindset: Experience working effectively within cross-functional teams in a fast-changing environment.

• Analytical approach: Comfortable working with data and solid familiarity with Excel or Google Sheets to drive insights.

• Detail-oriented and organized: Demonstrated ability to prioritize high-volume workloads and manage time effectively.

• Familiarity with support tools: Prior experience using Zendesk or similar customer support ticketing systems is highly desirable.

WHY JOIN US?

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

🔧 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.

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.

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!