Rider Support Representative – Payments

Deliveroo

Rider Support Representative managing intricate payment cases while providing empathetic support for Deliveroo riders. Collaborating across teams to enhance support processes and improve rider experiences.

Posted 7/3/2026full-timeManchester • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own complex casework: Deliver clear, accurate, and empathetic email support to riders across multiple markets, with a dedicated focus on resolving intricate payment-related queries.
Manage high-volume queues: Drive performance by managing a high volume of cases while consistently meeting or exceeding service level agreements (SLAs), productivity targets, and quality standards.
Support frontline teams: Act as a critical escalation point for 1st Line Support teams, handling complex cases and providing clear operational guidance to resolve rider issues end-to-end.
Identify operational improvements: Analyse trends and recurring issues in rider queries to proactively suggest improvements to internal processes, tools, or workflows.
Collaborate cross-functionally: Work alongside cross-functional teams to resolve high-risk rider issues efficiently, ensuring clear context and recommended next steps are provided during escalations.

Requirements

What you’ll need

Multilingual communication skills: Professional proficiency in written and spoken English, alongside fluency in either French, Italian, or Dutch to seamlessly support multiple markets.
Customer support experience: Demonstrated experience handling case management in a dedicated email or chat-based customer service environment.
Analytical and data mindset: Strong comfort with data and a solid understanding of Excel or Google Sheets to identify trends and track performance.
Problem-solving and adaptability: Proven ability to navigate ambiguous information, make resourceful decisions under pressure, and safely escalate complex risks.
Operational flexibility: Ability to work a schedule that includes dedicated weekend working and Bank Holiday coverage in line with marketplace demand.
Tool proficiency (Desirable): Prior experience utilising ticketing tools like Zendesk to manage customer workflows.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Case ManagementEmail SupportData AnalysisTrend IdentificationPerformance Tracking

Soft Skills

EmpathyResourcefulnessOperational Flexibility