Rider Escalations Representative

Deliveroo

Rider Escalations Representative at Deliveroo managing complex rider escalations and collaborating with cross-functional teams. Providing empathetic support while driving operational improvements in a fast-paced environment.

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

About the role

Key responsibilities & impact

Manage complex rider escalations via email and phone, delivering high-quality, empathetic support to riders when they need it most.
Investigate incident reports and trust policy violations, confidently making data-driven decisions regarding rider behavior and Supplier Agreement terminations in line with internal policies.
Collaborate cross-functionally with Restaurant, Customer, Legal, and Applicant support teams to resolve multi-sided marketplace incidents.
Partner with external stakeholders, including insurance providers, to efficiently manage and resolve third-party queries.
Drive continuous operational improvements by identifying process bottlenecks and challenging workflows to enhance service quality for our rider community.
Meet ambitious productivity and quality targets in a fast-paced environment, maintaining a high standard of fairness and transparency.

Requirements

What you’ll need

Bilingual proficiency: Excellent written and spoken English, along with fluency in either French, Italian, or Dutch.
Strong decision-making skills: Proven ability to navigate ambiguous situations and confidently make objective decisions based on policy guidelines.
Collaborative mindset: Experience working effectively within cross-functional teams in a fast-changing environment.
Analytical approach: Comfortable working with data and solid familiarity with Excel or Google Sheets to drive insights.
Detail-oriented and organized: Demonstrated ability to prioritize high-volume workloads and manage time effectively.
Familiarity with support tools: Prior experience using Zendesk or similar customer support ticketing systems is highly desirable.

Benefits

Comp & perks

Make a visible impact every day
Grow through ownership
Develop deep operational expertise
Deliver together in an inclusive culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data-Driven Decision MakingIncident InvestigationProcess ImprovementTime ManagementPolicy Compliance

Soft Skills

Empathetic SupportDetail-OrientedOrganizational Skills