The Team
The Premium and Automated Care team, part of the Marketplace Support department, oversees the management of our AI Chatbot and key Consumer care operations. We are expanding and seeking new talents to help manage chatbot routines and support training for our agents. We look for individuals eager to develop skills in AI-powered operations and to demonstrate understanding of our Premium Care policies and standards.
Our team is committed to delivering exceptional customer service through smooth interactions and quick resolutions. We thrive in a dynamic, fast-paced environment that values proactivity, collaboration, and resilience. We continuously analyze and improve our care functions to optimize both automated and human-assisted support.
The Role
We are looking for a Documentation Writer to join our team, playing a key role in shaping Premium agent support and AI integration at Deliveroo. Reporting to the Process Manager, you will transform existing knowledge base content into clear, concise, and structured documentation to train and support our chatbot. This role requires excellent organizational skills and the ability to convey complex information simply. You will work closely with Operations, Process, Quality, and Training teams to gather insights and refine content, ensuring clarity and usability. If you are passionate about impactful content creation and thrive in a fast-paced setting, we invite you to join us in delivering excellent service to our customers and agents.
What you'll be doing
* Review and edit content to ensure high quality and error-free information.
* Conduct regular audits of chatbot scripts to ensure optimal experience for customers and agents.
* Create scripts focusing on persona, process flow, and conversational accuracy, aligned with Deliveroo standards.
* Develop, test, and troubleshoot scripts to enhance accuracy and user experience, impacting customer satisfaction and automation rates.
* Participate in meetings with various teams to gather information and provide updates.
* Serve as a point of contact for content-related inquiries.
How you will help our Premium Care agents
* Support development of engaging training materials for onboarding and ongoing learning.
* Gather stakeholder feedback and respond to requests to improve documentation relevance and effectiveness.
* Participate in onboarding sessions if needed.
Skills
* Experience in technical writing, content creation, or related fields is desirable.
* Excellent communication skills, both written and verbal.
* Ability to work independently and manage multiple tasks.
* Strong attention to detail and organizational skills.
* Proficiency with Google Docs and similar tools.
* Ability to explain complex technical information clearly.
* Experience with chatbots or AI applications is a plus.
* Fluency in English; additional languages like Urdu, French, Italian, Portuguese, or Arabic are advantageous.
Additional requirements
* Experience as a customer of Deliveroo or similar food delivery apps in the UK.
* Must work at least 3 days a week from the London office.
* Potential travel up to 3 times annually.
Why Deliveroo
Our mission is to transform shopping and dining, bringing the neighborhood to your door by connecting consumers, restaurants, shops, and riders. We aim to make food and product access more convenient and enjoyable, giving people the freedom to buy what they want, when and where they want it.
As a technology-driven company in a rapidly expanding industry, we are a small team making a large impact. We value speed, autonomy, ownership, and new ideas.
Workplace & Benefits
We prioritize employee welfare with benefits including healthcare, well-being, parental leave, pensions, and generous leave, varying by country. Please ask your recruiter for specific details.
Diversity
We believe a diverse workplace reflects the world we live in. We welcome all backgrounds and are committed to inclusive hiring practices. If you need adjustments during the application or interview process, let us know. We are dedicated to providing equitable opportunities for all.
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