Rider Operations Specialist
2 months ago
About Deliveroo
Deliveroo is a leading food delivery and logistics company that aims to revolutionize the way people shop and eat. Our mission is to bring the neighborhood to your door by connecting consumers, restaurants, shops, and riders. We operate in a competitive marketplace, but we have achieved significant growth in our New Verticals business, including site operations across our delivery-only sites - Editions and HOP.
We continue to innovate and challenge ourselves to deliver exceptional experiences to our customers. We are investing in building out teams to help us launch new innovative products and services. It's an exciting time to join our team, and we are committed to making a positive impact on our riders and the community.
The Role
We are seeking a talented Rider Operations Specialist 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.
Key Responsibilities
- Analyze data to identify trends and areas for improvement, and develop actionable insights to optimize processes and enhance the rider experience.
- Implement new procedures and processes to drive efficiency and improve customer satisfaction.
- Supervise a team of support agents, providing guidance, training, and performance feedback to ensure high-quality customer service.
- Develop and implement quality assurance measures to monitor and evaluate agent performance.
- Handle escalations and collaborate with stakeholders to resolve issues and improve the overall rider experience.
- Deliver insightful reporting to stakeholders, providing data-driven insights to inform business decisions.
Requirements
- 2-3 years of relevant professional experience in a customer-facing role.
- Ability to analyze data and develop actionable insights to drive business decisions.
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
- Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
- Strong problem-solving skills and ability to think critically.
What We Offer
At Deliveroo, we offer a competitive salary and benefits package, including generous annual leave allowances and opportunities for professional growth and development. We are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. If you are passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply.
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