Senior Rider Support Associate

Senior Rider Support Associate

The Role

We’re looking for a talented and driven individual to join Deliveroo’s Rider Services department — a bustling and vibrant team dedicated to helping riders get on the road and providing top-tier support once they’re there. This is a fantastic opportunity to be part of a fast-growing, high-impact team and develop your operational and analytical skillset within one of the world’s most exciting technology companies.

As a Rider Support Associate, you’ll play a key role in ensuring riders receive best-in-class support. You’ll lead on our Rider Support Vendor Operations, support global standardisation, drive quality and process improvements, and liaise with stakeholders across markets and functions.

You’ll report to the Global Rider Support Manager and act as a subject matter expert (SME) for Rider Support operations.

Monday to Friday, normal office hours,

3 days hybrid in the office

Key Responsibilities

• Day-to-day ownership of our 3rd Party vendor performance, collaborating with first-line vendor partners to ensure strong communication, performance tracking, and effective support mechanisms

• Own vendor KPI performance, monitoring to drive operational excellence and improve rider satisfaction

• Monitor and adjust vendor resource allocation in line with demand, productivity targets, and service level performance to ensure efficient delivery of Rider Support operations

• Leverage data and insights from tools such as Zendesk Explore, and Looker to identify opportunities for improvement and implement scalable, data-driven solutions

• Maintain a Continuous Improvement mindset, leading end-to-end delivery of projects that improve operational efficiency, enhance team capability, and align with key business priorities

• Identify and drive upskilling opportunities within 1st Line Rider Support teams to increase capability and improve performance metrics

• Conduct quality assurance reviews, identify training needs, and support skill development to uplift overall team performance

• Support cross-market initiatives to standardise and enhance Rider Support processes globally

• Ensure all processes are clearly documented, consistently maintained, and easily accessible in collaboration with central process and content teams

Requirements

Essential

• Excellent communication and stakeholder management skills.

• Experience working with third party vendors in a Customer Service environment

• Data-literate, with experience BI tools (e.g. Google Sheets/Excel, Looker, Zendesk Explore).

• Strong problem-solving skills, with a track record of owning and delivering operational improvement projects.

• Ability to work independently in a fast-paced, ever-changing environment.

• Adept at prioritising tasks based on impact and urgency.

• Curious and commercially minded — you seek to understand the bigger picture and contribute to its success.

Desirable

• University degree or equivalent work experience.

• Multilingual proficiency, especially in other European languages.

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.

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.