Senior Content Specialist, Customer Care

The Team

At Deliveroo, we are customer-obsessed. Providing great customer experiences every time is a key part of Deliveroo’s mission to become the definitive food company! We currently cover eleven markets across Europe, the Middle East, and South East Asia. The Customer Care team is responsible for 100% of the live order interactions with Deliveroo’s consumers, riders and restaurant partners, as well as much of the back office support for riders and restaurants.

The Role

The Senior Content Specialist is responsible for ensuring the Marketplace Support Knowledge Bases and Help Centres are comprehensive, clear and concise, to deliver the best customer and agent experience at Deliveroo. Supporting the Senior Content Manager, and working alongside a team of Content and Copy Specialists you will produce engaging, informative, customer centric knowledge and help centre articles to be used by partners, and agents handling consumer, rider and restaurant contacts in all markets. Whilst working to tight deadlines, you will need to champion the agent and customer experience to ensure we provide best in class content. You will be responsible for the infrastructure and reporting elements of the Knowledge Base, using data and insight to identify areas of opportunity and make recommendations on how to improve our Knowledge Base and content. 

What you’ll be doing

• CreatIng and developing content for the agent Knowledge Base and Help Centres
• Owning the creation and reporting of the monthly knowledge assessment
• Conducting regular reviews of Knowledge Base content to ensure we deliver a best in class experience for our agents, consumers, riders, and restaurants
• Engaging with stakeholders across Deliveroo to understand business requirements and create content for product, marketing, or operational initiatives, whilst working with tight deadlines
• Responsible for continuous improvement initiatives, using data and insight to identify areas of opportunity and make recommendations on how to improve our Knowledge Base and Help Centres
• Creating reporting to provide stakeholders with insights on customer and agent engagement, and satisfaction
• Collaborating with stakeholders and third party partner vendors to respond and encourage feedback and incorporate critique and edits in a fast changing environment
• Coordinate translation requests for content
• May be required to be on the out of hours rota for any urgent content requests

Requirements

• Content writing experience within a customer service environment is essential
• Working proficiency in French, Italian, Dutch, Arabic, or Chinese is essential 
• Proven ability to write engaging, plain English content
• Strong attention to detail is essential
• Excellent organisational skills with a proven ability to work across multiple projects
• Strong, written and verbal communication skills, to clearly present ideas, theories, and projects to senior management and Operations
• Experience in working cross-functionally and with tech teams is desirable

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, seeking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.

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