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

Core Competencies

Role fit

Core Competencies

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Demonstrates strong multilingual communication skills with professional proficiency in English and fluency in French, Italian, or Dutch. Capable of managing complex casework in customer support while utilizing analytical skills to identify trends and improve operational processes.

Highest-signal resume keywords

Multilingual Communication SkillsCustomer Support ExperienceAnalytical and Data MindsetProblem-Solving and AdaptabilityTool Proficiency in Zendesk

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementEmail SupportData AnalysisTrend IdentificationPerformance Tracking

Soft Skills

EmpathyResourcefulnessOperational Flexibility

Tools & Technologies

ZendeskExcelGoogle Sheets

Industry Keywords

Service Level AgreementsHigh-Volume QueuesCross-Functional CollaborationOperational ImprovementsEscalation Management

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.