Customer Support Agent - Italian at Deliveroo

CUSTOMER CARE AGENT - ITALIAN Location: Manchester Working pattern: Hybrid (approx. 3 days per week in-office) | Rotational shifts: 9AM–7:30PM, 10:30AM–9PM, or 12:30PM–11PM Languages: English and Italian Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you. We’re looking for an Customer Care Agent - Italian to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most. WHAT YOU’LL BE DOING You’ll be joining the Global Escalations team, working at the forefront of complex and high-impact cases. Here’s what your day-to-day might look like: - Resolve high-priority and complex complaints in both English and Italian, ensuring fair outcomes across our three-sided marketplace. - Act as a specialist escalation point for critical issues, managing high-risk cases including those referred to ombudsman services or legal teams. - Conduct root cause analysis to identify behavioral or systemic trends in escalations and contribute to global process enhancements. - Liaise with internal stakeholders and regulatory bodies to investigate disputes while ensuring full compliance with GDPR and industry standards. - Draft professional, empathetic correspondence for complex cases, maintaining a high standard of accuracy and documentation. - Drive continuous improvement by identifying opportunities to streamline the customer journey and prevent recurring complaints. WHAT YOU’LL NEED TO THRIVE Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others: - Significant experience in escalation or senior complaints handling, preferably within a regulated industry or fast-paced tech environment. - Fluency in English and Italian, with the ability to communicate professionally and empathetically in both languages. - Strong understanding of complaint resolution processes, including familiarity with regulatory requirements (e.g., FCA, GDPR, or equivalent). - Proven ability to navigate complex negotiations and conflict resolution, maintaining professionalism during challenging conversations. - Strong analytical and problem-solving skills, with a demonstrated ability to assess complex data and make well-reasoned decisions. - Experience using CRM systems and case management tools to track, report, and manage multiple high-priority cases simultaneously. WHY JOIN US? At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact. - 🔧 Make a visible impact every day Your work directly improves outcomes for customers, riders and restaurant partners. - 🌱 Grow through ownership Take responsibility for complex cases and help shape improvements to how we operate. - 🧠 Develop deep operational expertise Work across teams and markets to build strong regulatory and service knowledge. - 🌎 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. Learn 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 require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can 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!