Rider Support Representative – Dutch or Italian
Job ID: R19388
Customer Care
London - The River Building HQ
Permanent
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About the role:
We’re looking for a talented and driven individual to join our Rider Services department — a fast-paced, energetic team that supports riders from onboarding through to daily operations. This is a fantastic opportunity to be part of a growing, dynamic business while developing your skills in both operations and customer support.
Hybrid working 3 days in the office, 2 days from home, office hours
About the team:
Reporting to the Rider Support Team Lead, you’ll play a key role in ensuring rider queries are resolved accurately and efficiently. You’ll also support frontline teams with complex issues and contribute to identifying areas for operational improvement.
Key Responsibilities
Provide support to riders across multiple markets, primarily via email
Respond to queries efficiently while meeting ambitious productivity and quality targets
Escalate issues where needed, offering proactive solutions and feedback
Assist 1st line support teams with complex or escalated cases
Complete various administrative tasks to support wider team operations
Contribute to a high-performance team environment through collaboration and shared goals
Requirements:
Excellent communication skills in both written and spoken English
Proficiency in a second language, particularly Dutch (preferred) or Italian
Strong organisation and prioritisation skills, with great attention to detail
A collaborative mindset, especially in fast-paced, target-driven environments
A curious and analytical approach, with the ability to challenge inefficient processes
Adaptability and problem-solving skills when working with ambiguous or evolving information
Goal-oriented and highly motivated to improve and grow
Empathy and a customer-first attitude when supporting our riders
Prior experience in a customer service environment
Experience using Zendesk and Google Sheets
A university degree or equivalent practical experience
Willingness to work weekends
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, 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 move fast, value autonomy and ownership, and are always looking for new ideas.
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 including healthcare, well-being support, 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 reflects the world we live in and the diverse customers we serve. That means we have no judgement about any aspect of your identity – your gender, race, sexuality, religion, or even your passion for pineapple on pizza. We just ask that you’re enthusiastic about food and keen to be part of a high-growth, high-energy business.
We are committed to diversity, equity and inclusion throughout our hiring process. If you require adjustments to apply for a role or participate in an interview, please let us know. We will ensure you have the support you need to showcase your skills and potential.
A competitive and comprehensive compensation and benefits package
1
Compensation
* We aim to pay every employee competitively for the role they are performing in their respective location
* Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
* Up to 5% matched pension contributions
2
Equity
* Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success
3
Food
* Free Deliveroo Plus: free delivery and access to special offers
* Team lunches from the best local restaurants
4
Time away
* 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
* One day of paid leave per year to volunteer with a registered charity
5
* Funded single cover healthcare on our core plan, with the option to add family members at own cost
* On-site gym (HQ), discounted external gym membership
* Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
* Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
* Life assurance
6
Work Life
* Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
* Excellent kit to enable working from home and a parent-friendly working culture
* Access to free mortgage advice
* Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
* Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
* Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
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