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Deliveroo

Rider Operations Associate

Operations

Hong Kong

Permanent

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The Team

At Deliveroo, it is our mission to build the definitive food company. To do that, we're building a company where everyone can belong, grow, and do the best work of their lives.

The Rider Support Team occupies a pivotal role at the heart of our continued success, making a significant impact on rider retention and ensuring the delivery of unparalleled support to our valued riders.

 

The Role

We're looking for a talented individual to join our Rider Support Team. In this role, you will play a pivotal part in providing exceptional support to our riders. You will analyze data, optimize processes, and implement new procedures to enhance efficiency and improve the overall rider experience. You'll supervise a team of support agents, provide guidance and feedback, and ensure high-quality customer service. Additionally, you will handle escalations, collaborate on issue resolution, and deliver insightful reporting to stakeholders.

If you're dedicated to delivering outstanding support and fostering rider happiness, we invite you to join us as a Rider Support Associate. Together, we'll work towards creating an exceptional support experience that exceeds our riders' expectations and cultivates a strong sense of rider fulfillment.

 

What you'll be doing

  • Analysing outputs and making data-driven insights leading to process optimisation
  • Supporting the implementation of new processes to drive efficiency within the team and provide amazing service to our Riders
  • Supervising a team of offshore support agents. Providing guidance, training, and performance feedback to ensure high-quality customer service and adherence to established procedures.
  • Developing and implementing quality assurance measures to monitor and evaluate agent performance
  • Dealing with and coordinating responses to escalations and working to better our issue escalation processes
  • Creating, analysing and sharing reporting with relevant stakeholders
  • Providing excellent rider service to our Riders

Requirements

  • 2-3 years of relevant professional experience
  • Ability to make actionable insights from quantitative and qualitative data sets
  • Written and verbal English and Chinese - bilingual proficiency
  • Clear and engaging communication skills in person, on the phone and in writing
  • Ability to deliver complex messages and explain concepts clearly and succinctly to a diverse audience
  • Refined interpersonal skills, ability to empathise and connect with people from a wide variety of backgrounds
  • Significant experience in a people-facing role
  • Confidence to remain calm under pressure and instill calm in others

 

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, 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, seeking 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.

 

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth and relocation.

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 startups in an incredibly exciting space.

 

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Perks

A competitive and comprehensive compensation and benefits package

Time to recharge

  • 15 days of annual leave and public holidays
  • One paid day off each year to volunteer or support a charity of your choice

Wellness

  • Headspace membership
  • Gym allowance
  • Active social committee
  • Caring for our local community and our environment – for example our partnership with the Plastic Ocean Foundation

Compensation

  • We pay every employee competitively for the role they are performing in their respective location
  • Depending on role, employees may be eligible for a variable cash bonus that directly rewards individual contributions and is linked with broader company success

Work Life

  • Flexible working hours and location flexibility
  • Competitive Parental Leave Policy
  • Employee Assistance Programme
  • Roolearn platform, giving you access to content from leading L&D providers
  • Employee Resource Groups including Women in Tech, Roo-LGBTQ+, Racial Equity and more

Workplace

  • Free Deliveroo Plus subscription
  • Monthly Friday breakfasts and lunches in the office
  • Snacks & drinks are also available to enjoy in the office