Rider Engagement Associate

DeliverooDeliveroo’s mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We continue to operate in a competitive marketplace but have achieved so much over the past years, including significant growth in our New Verticals business, which includes site operations across our delivery only sites – Editions and HOP.We continue to innovate and challenge ourselves on what we should deliver next to achieve our mission. We are investing and building out teams to help us launch new innovative products. It’s an exciting time to join and while we have made great progress, we are just getting started!The Rider Operations Team occupies a pivotal role at the heart of our continued success, making a significant impact on rider retention and ensuring the delivery of unparalleled support to our valued riders.The RoleWe’re looking for a talented individual to join our Rider Operations Team. In this role, you will play a pivotal part in providing exceptional support to our riders. You will analyze data, optimize processes, and implement new procedures to enhance efficiency and improve the overall rider experience. You’ll supervise a team of support agents, provide guidance and feedback, and ensure high-quality customer service. Additionally, you will handle escalations, collaborate on issue resolution, and deliver insightful reporting to stakeholders.If you’re dedicated to delivering outstanding support and fostering rider happiness, we invite you to join us as a Rider Operations Associate. Together, we’ll work towards creating an exceptional support experience that exceeds our riders’ expectations and cultivates a strong sense of rider fulfillment.What you’ll be doing Analysing outputs and making data-driven insights leading to process optimisationSupporting the implementation of new processes to drive efficiency within the team and provide amazing service to our RidersSupervising a team of offshore support agents. Providing guidance, training, and performance feedback to ensure high-quality customer service and adherence to established procedures.Developing and implementing quality assurance measures to monitor and evaluate agent performanceDealing with and coordinating responses to escalations and working to better our issue escalation processesCreating, analysing and sharing reporting with relevant stakeholdersProviding excellent rider service to our Riders Requirements 2-3 years of relevant professional experienceAbility to make actionable insights from quantitative and qualitative data setsWritten and verbal English and Chinese – bilingual proficiencyClear and engaging communication skills in person, on the phone and in writingAbility to deliver complex messages and explain concepts clearly and succinctly to a diverse audienceRefined interpersonal skills, ability to empathise and connect with people from a wide variety of backgroundsSignificant experience in a people-facing roleConfidence to remain calm under pressure and instill calm in others Workplace & BenefitsAt 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 in areas including healthcare, well-being, 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.DiversityAt Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are – your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don’t hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.Please click to view our candidate privacy policy….