Hiring Manager: Simon Stanfield

Recruiter: Roxana Popa

Level: 2

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L2 Senior Rep Rider Support 

The Role

We’re looking for a talented person to join the Rider Services Center department, a bustling and vibrant team that helps riders get out on the road and support them once they’re there. This is the perfect opportunity to join an exciting, fast-growing business and expand your operational abilities, whilst supporting riders when they need our support the most. You will also work closely with our Rider Comms, Payments and Legal teams to resolve operational issues involving riders. 

Reporting to the Rider Support Team Lead, you will be a key part of the team that ensures we are providing best-in-class support to our Riders. As a Senior Rep, you will work on escalated support issues and embolden the team to drive improvement.

Key Responsibilities

Providing support to riders via emailReviewing incident reports and making decisions on rider behaviour in line with our internal policiesBeing a key point of contact with our stakeholders in Partner Markets, Legal, Payments and Policy, as well as within the Rider Services Centre and in all marketsResponding to escalated queries, and supporting junior members of the team through more complex incidentsEnsuring our training materials and best practice guides are up to dateCarrying out regular quality calibrations to ensure compliance with procedures and processIdentifying areas for improvement and working on those solutions with the Team Lead to increase team performance and qualityWorking to ambitious targets while maintaining a high and consistent level of productivity and qualityConfidence in making decisions in line with our internal policies and proposing solutions to operational issues that arise.

Requirements

Required

Excellent Communicator: You are confident and highly proficient in written and spoken English, as well as a second language (currently prioritising applicants who are proficient in written and spoken French or Dutch)Organised: You are detail-oriented and can prioritise the right work at the right timeCollaborative: You enjoy working with others in a fast-changing environment with ambitious targets

Inquisitive: You are curious and can challenge processes that aren’t working -- you get to the bottom of things

Adaptable: You are creative, resourceful and comfortable making decisions with ambiguous informationMotivated: You are enthusiastic, goal-oriented, and eager to always improveAnalytical: You are confident with data and familiar with Excel/GsheetsEmpathetic: You are keen to provide riders with world-class support