Senior Rider Support Representative

Our Global Structure Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we're unlocking new possibilities as one global team.We're looking for a talented person to join the Rider Services Center department, a bustling and vibrant team that helps riders get out on the road and support them once they're there. Reporting to the Rider Support Team Lead, you will be a key part of the team that ensures we are providing best-in-class support to our Riders. As a Senior Rep, you will work on escalated support issues and embolden the team to drive improvement. This is the perfect opportunity to join an exciting, fast-growing business and expand your operational abilities, whilst supporting riders when they need our support the most. You will also work closely with our Rider Comms, Payments and Legal teams to resolve operational issues involving riders. What You'll Be Doing You will handle complex escalations, partner with cross-functional teams, and help elevate the overall performance of the support team. Here's what your day-to-day might look like: Resolve high-priority and escalated rider issues across multiple markets via email with high quality and speed. Support and guide junior team members through complex incidents to ensure consistent service delivery. Partner with Rider Comms, Payments, and Legal teams to resolve cross-functional operational challenges. Maintain up-to-date training materials and best-practice guides to standardise team processes. Identify operational bottlenecks alongside the Team Lead and implement solutions to boost performance. Analyse daily operational data in Excel/Google Sheets to track quality, productivity, and team targets. What You'll Need to Thrive Our ideal candidate will embody our Deliveroo values and bring strong expertise in some of these areas, with curiosity to