Rider Services Representative

Location: Manchester, UK

Working pattern: Hybrid (including weekend and Bank Holiday shift coverage)

Languages: English (required); French, Italian, or Dutch (highly desirable)

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Rider Services Centre team supports Deliveroo’s riders —delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you.

What You’ll Be Doing

We’re looking for a Rider Services Specialist to join our Rider Services Center team, working at the forefront of complex and high-impact cases to help riders get out on the road and support them once they're there.

Here’s what your day-to-day might look like:

• Investigate and resolve complex rider queries by collaborating with internal teams and external stakeholders to deliver fair, consistent outcomes.

• Conduct objective reviews of Supplier Agreement terminations, ensuring all decisions are highly accurate, fair, and well-documented.

• Deliver empathetic, high-quality written communication to riders via email, translating complex operational decisions into clear responses.

• Meet defined service level agreements (SLAs) and productivity targets while maintaining a rigorous focus on data accuracy and quality.

• Partner with cross-functional teams across the Rider Services Center to continuously improve and standardise the rider support experience.

• Adapt to changing business needs by supporting ad hoc operational initiatives and projects across the wider department.

What You’ll Need to Thrive

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

• Proven experience in an email or chat-based customer service environment, ideally handling complex case management or escalations.

• Excellent communication skills, with full proficiency in written and spoken English (fluency in French, Italian, or Dutch is a major plus).

• Strong analytical capability, including comfort navigating data and using tools like Excel or Google Sheets to drive decisions.

• Demonstrated problem-solving agility, with a proven ability to make fair, resourceful choices when faced with ambiguous information.

• Exceptional organizational and prioritization skills, with a track record of meeting tight KPIs in a fast-paced environment.

• Flexibility to work a weekend schedule, including providing Bank Holiday coverage in line with marketplace demand.

• Experience using CRM platforms like Zendesk is a plus, but not required.

Why Join Us?

At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.

• 🔧 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.

We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages. Learn more about how we hire here.

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