Customer Support/Service Agent - Arabic at Deliveroo

CUSTOMER CARE AGENT - ARABIC 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 Arabic 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 - Arabic 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: - Own and resolve high-priority marketplace complaints, ensuring fair outcomes for customers, riders, and partners in both English and French. - Manage sensitive and high-risk cases, including those involving legal teams, regulatory bodies, or ombudsman services. - Conduct deep-dive root cause analysis on escalations to identify trends and prevent recurring issues. - Collaborate with internal stakeholders across the global business to investigate disputes and navigate complex regulatory requirements (e.g., GDPR, FCA). - Draft professional, empathetic, and compliant correspondence that upholds Deliveroo’s reputation and service standards. - Drive process enhancements by sharing insights and data-driven recommendations with the wider Service Excellence team. 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 complaint handling, ideally within a fast-paced or regulated environment. - Fluency in both English and French, with the ability to handle complex negotiations and technical documentation in both languages. - Proven ability to manage conflict, using exceptional communication and negotiation skills to turn challenging situations into positive outcomes. - Strong analytical skills with experience performing root cause analysis to drive operational improvements. - Excellent attention to detail and a commitment to maintaining accurate, compliant records within CRM and case management systems. - Resilience and adaptability, with a track record of making well-reasoned decisions under pressure. 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!