Senior Customer Support Agent

Job Description

Senior Agent, Global Escalations

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Operations team is at the heart of Deliveroo—ensuring our three-sided marketplace runs safely, fairly, and efficiently. From designing robust policies to navigating complex regulatory landscapes and scaling global frameworks, we solve high-stakes challenges that protect our community. If you thrive in fast-paced environments, possess strong operational grit, and want to build trust in a global brand—this is the team for you.

We’re looking for a Senior Agent, Global Escalations to join our Manchester team. In this role, you’ll be a key point of contact for our most complex and high-priority complaints, ensuring fair resolutions while helping us identify trends to prevent future issues.

Get to know our Operations team — what drives us, how we work, and what you can expect.

What You’ll Be Doing

You’ll be joining the Marketplace Support and Service Excellence team. We manage Deliveroo’s global customer care operations, focusing on live support for consumers, riders, and restaurants to deliver an outstanding experience across our three-sided marketplace.

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

• Critical Issue Management: Act as the primary escalation point for the most complex customer complaints, managing challenging conversations with professionalism and empathy.

• Dispute Resolution: Liaise with internal teams, external stakeholders, and regulatory bodies to investigate and resolve high-priority disputes effectively.

• Root Cause Analysis: Perform deep-dives into escalation trends to understand why issues occur and propose structural improvements to drive better customer outcomes.

• Regulatory Compliance: Ensure all resolutions and documentation align with industry regulations (e.g., FCA, GDPR) and internal company policies.

• Case Ownership: Manage multiple high-risk cases simultaneously, including those referred to ombudsman services or legal teams, using CRM tools to track and report progress.

What You’ll Need to Thrive

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

• Multilingual Skills: Fluency in English is essential, plus professional proficiency in Italian, French, or Arabic.

• Escalation Experience: Proven track record in a senior complaints handling or escalation role, ideally within a regulated industry (FCA/GDPR familiarity is a plus).

• Conflict Resolution: Exceptional negotiation and conflict resolution abilities, with the grit to manage sensitive situations and "Fix it Fast."

• Analytical Thinking: Strong problem-solving skills with the ability to assess complex cases and make well-reasoned, fair decisions.

• Operational Resilience: Ability to work efficiently under pressure in a fast-paced environment, managing a rotational shift pattern (including starts from 9 AM to 12:30 PM).

• Detail Orientation: High level of accuracy in drafting professional responses and maintaining compliant documentation.

Why Join Us?

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

🔧 Make a visible impact every day

Your work directly improves experiences for customers, partners and riders.

🌱 Learn fast in an entrepreneurial environment

Work close to the market with autonomy, pace and real responsibility.

🧠 Build a career, not just a role

Stretch yourself, develop new skills and grow as the business evolves.

🌎 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. Find more about how we hire here.

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 if you require any reasonable adjustments during the recruitment process, please contact our recruitment team at accommodations@deliveroo.co.uk and we’ll be happy to help 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!