Senior Support Resilience Representative

Senior Support Resilience Representative

Location: Manchester.

Working pattern: Either Tuesday - Saturday or Sunday - Thursday

Languages: English proficiency required as well as a second language fluency in French, Italian, or Dutch

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do.

Reporting into the Support Resilience Team Lead, you will be a senior member of the newly formed Support Resilience team - a cross-trained, flexible team based in our Manchester office, built to provide high-quality surge support across our Insurance, Reviews, and Payments functions.

As a Senior Representative, you will handle complex cases across all three functions, support and develop junior team members, and play an active role in keeping the team's processes and training materials sharp and up to date.

What You’ll Be Doing

You’ll be joining the Support Resilience team, working at the forefront of complex and high-impact cases. This is a newly formed, flexible team built to provide high-quality surge support across our Insurance, Reviews, and Payments functions.

Here’s what your day-to-day might look like:

• Deliver multi-functional surge support by seamlessly flexing across Insurance validations, Reviews, and Payments queries based on real-time marketplace demand.
• Resolve complex, escalated rider cases via email, applying sound judgment to make fair, well-reasoned decisions in line with internal policies.
• Mentor and support junior representatives, providing day-to-day guidance on advanced cases to accelerate their growth and development.
• Drive operational continuous improvement by identifying recurring trends, updating training materials, and feeding insights back to the Team Lead.
• Own performance against core targets, consistently meeting defined SLA, productivity, and quality benchmarks across all three major workflows.
• Collaborate with internal stakeholders and support cross-functional teams within the Rider Services Centre on an ad hoc basis to ensure alignment.

What You’ll Need to Thrive

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Proven experience in an email or chat-based Customer Service, Operations, or marketplace environment.
• Strong multilingual capability, with professional proficiency in written and spoken English, plus fluency in French, Italian, or Dutch.
• Demonstrated ability to mentor others, with a collaborative mindset and an eagerness to help junior team members develop.
• High adaptability and strong problem-solving skills, with a track record of making fair, independent decisions across diverse and complex case types.
• Data curiosity and analytical skills, including a comfortable working knowledge of Excel or Google Sheets to identify trends.
• Excellent organizational and communication skills, allowing you to prioritize high-volume workloads in a fast-paced environment.
• Operational flexibility, with the absolute commitment to working a schedule that includes regular weekend days and Bank Holiday coverage from our Manchester office.
• Bonus points for: Experience with Zendesk/Salesforce, or background handling payment and insurance-related casework.

Why Join Us?

At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.

🔧 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.

We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages.

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.

Diversity, Equity and Inclusion

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!