Senior Knowledge Operations Specialist, Marketplace Support
The Team
Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.
The Role
The Senior Knowledge Specialist is responsible for ensuring the Marketplace Support Knowledge Bases are comprehensive, clear and concise, to deliver the best customer and agent experience at Deliveroo. Supporting the Senior Content Manager, and working alongside a team of Content, Change and Copy Specialists you will produce processes and decision trees to be used by agents handling consumer, and live rider and restaurant contacts in all markets. Whilst working to tight deadlines, you will need to champion the agent and customer experience to ensure we provide best in class content. You will be responsible for the infrastructure and reporting elements of the Knowledge Base, using data and insight to identify areas of opportunity and make recommendations on how to improve our Knowledge Base and content.
What you’ll be doing
Develop and maintain clear, agent-facing process documentation including SOPs, guidelines, process maps, and decision trees for the Care knowledge base
Conduct regular content reviews to ensure clarity, accuracy, and ease of use
Champion best-in-class knowledge design principles to improve efficiency and resolution quality
Use data and insights to identify gaps, pain points, or opportunities for automation
Leverage key metrics to prioritise knowledge initiatives and measure the impact of improvements
Recommend and implement process improvements to optimise both agent and customer experience
Build and maintain reporting to give stakeholders visibility into content usage, agent engagement, and satisfaction
Partner with cross-functional teams (Operations, Product, Marketing) to translate business requirements into clear agent-facing content
Collaborate with third-party vendor partners and encourage feedback loops to improve content quality
Support teams through process rollouts, ensuring smooth transition and adoption
Requirements
Proven experience designing and managing processes in a contact centre or support operations environment.
Strong background in process improvement methodologies (Lean, Six Sigma, or Agile preferred).
Ability to translate complex requirements into clear, structured knowledge content.
Strong analytical skills; comfortable using data to make decisions and influence stakeholders.
Excellent written and verbal communication skills, with strong attention to detail.
Experience working cross-functionally on a global scale or in a fast-paced, complex environment.
Additional languages (French, Italian, Dutch or Arabic) are a plus, but not required.
Workplace & Benefits
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.
We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.