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Operations & Innovation Associate


Milan, Italy (Main Office)


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Why Deliveroo

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

This role sits in the Rider Support & Compliance team, which is part of the Rider Operations department. The Rider Support team provides email support to the italian rider fleet on non-live issues such as tax & payments, insurance and App features, and aims at creating the best experience when riding with Deliveroo. As Deliveroo continues to grow, we remain the main point of contact for riders - aside from providing the best support, we use data-driven insight and industry knowledge to continue innovating and creating value for our fleet.

The Rider Support Team is focused on the relationship with the rider fleet but also cooperates with other internal teams and departments to offer the best riding experience.

What you'll do

  • Support our rider fleet on payment queries 
  • Cooperate with our Tax & Payment Associate on the electronic invoice submission
  • Handle rider insurance claims
  • Collaborate with the Rider Support Lead on innovating existing procedures and creating scalable policies and processes through different tools
  • Identify inefficiencies and pain points and work to either provide a solution autonomously or report them
  • Liaise with external providers and perform quality checks

This role is based in Milan and will report to Giorgia, our Rider Support Lead.


  • Italian is your mother tongue (or equivalent), you must be fluent in both written and spoken English -> you’ll be interacting daily with colleagues in our HQ in London, as well as with external providers abroad.
  • Knowledge of some programming language and of tools to create integrations is a plus -> the ideal candidate will be able to drive technical efficiency through basic coding (Javascript) and external tools like Typeform or Zapier.

“Who” we are looking for 

Over the years, we have created a cooperative team where personal growth and self-initiative are highly encouraged and at the same time teamwork and team results are more relevant than solo performance. We’re looking for someone who is quick-minded, is able to work autonomously, is curious enough to ask questions, and is eager to learn and cooperate with other team members. Learning paths are always encouraged and in our team we ask people to be able to speak up with their manager to build their career path together.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer different great benefits such as monthly Deliveroo credit, welfare program, community, convenience, growth, time away and relocation. We believe a great workplace 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.

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A competitive and comprehensive compensation and benefits package