Customer Support • Senior

Who you are

You have significant experience in customer support, particularly in handling escalations and complex issues — your ability to manage high-pressure situations and resolve conflicts effectively sets you apart. You are fluent in English and possess proficiency in either Italian, French, or Arabic, allowing you to communicate with a diverse customer base. Your strong interpersonal skills enable you to build rapport with customers and colleagues alike, ensuring a collaborative approach to problem-solving. You understand the importance of delivering exceptional service and are committed to maintaining high standards in customer care. You thrive in a fast-paced environment and are adaptable to changing circumstances, making you an ideal fit for a role that requires flexibility and resilience.

What you'll do

As a Senior Global Escalation Agent, you will be responsible for managing and resolving the most complex and high-priority customer complaints — your expertise will guide the team in addressing issues swiftly and effectively. You will collaborate closely with various departments to ensure that customer feedback is integrated into service improvements, driving efficiency and excellence in operations. Your role will involve analyzing trends in escalations to identify areas for improvement and implementing strategies to enhance the overall customer experience. You will also mentor junior agents, sharing your knowledge and best practices to foster a culture of continuous improvement within the team. Your contributions will play a crucial role in maintaining Deliveroo's reputation for outstanding customer service.

What we offer

Deliveroo provides a supportive work environment where you can grow your skills and advance your career — we value diversity and inclusion, ensuring that all team members feel valued and respected. You will have the opportunity to work in a hybrid model, balancing office attendance with remote work, which allows for flexibility in your schedule. Our commitment to employee well-being is reflected in our comprehensive benefits package, which includes health and wellness programs, professional development opportunities, and a collaborative team culture that encourages innovation and creativity.