Customer Support Agent managing high - priority complaints in English and Italian. Working within the Global Escalations team to ensure fair outcomes across Deliveroo's marketplace.
About the role
- Customer Service Manager responsible for delivering seamless customer experiences and improving team workflows for client. Championing customer voice in decisions across the business with performance metrics.
Responsibilities
- Lead day-to-day operations with energy and purpose, setting ambitious performance targets across response times, resolution rates, and sales conversion and building the conditions for your team to consistently hit them
- Design flexible schedules across email, chat, and phone to ensure reliable coverage during peak hours and around the clock where needed
- Continuously review and refine workflows to reduce friction at every stage of the customer journey, from the first pre-purchase question through to post-purchase resolution
- Partner with internal teams to review operational health, deploy new tools or training solutions, and build the interdepartmental ties needed to ensure collective support for primary objectives and KPIs
- Act as the critical link between support and the rest of the business, championing the voice of the customer so that their experience shapes decisions across every function, not just within the support team
- Lead regular cross-functional performance reviews that go beyond surface metrics, identifying market trends, surfacing root causes, and presenting findings in a way that drives real action
- Translate customer feedback into clearly prioritized opportunities for product improvement and retention
- Give senior leadership honest, consistent visibility into team health, customer sentiment, and operational bottlenecks before they become bigger problems
Requirements
- 3 or more years of leadership experience in a high-volume, transactional environment
- A genuine passion for identifying complex operational challenges and designing effective, scalable solutions that hold up as the business grows
- A natural communicator and collaborator who builds trust quickly across teams and seniority levels
- A bias toward action and a reputation for finding solutions where others see roadblocks
- Demonstrated experience designing, launching, and measuring programs that meaningfully improve the experience and value delivered to customers
- Solid grounding in customer service operations and quality assurance practices
- Comfortable working with inquiry volume and performance data to uncover the why behind the what, and presenting those findings clearly to cross-functional stakeholders
- Experience with CRM tools is a plus
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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