Why Deliveroo
Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, 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, looking 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.
The Role
The purpose of this role is to provide best-in-class rider non-order support, ensure proper lifecycle management by optimizing and running recurring tasks like rider vacation leave, assisting in rider behavior escalations & queries, as well as providing non-order support through tickets & in-person interactions in Kuwait. This candidate will be the most senior POC of Rider Performance & Experience in the market and will also assist with regional requests.
What you’ll be doing
Own the Rider Support strategy and initiatives for Kuwait, aiming to sustainably foster a well-performing and supported delivery fleet while maintaining the strongest rider proposition aligned with business needs.
Manage and scale the Rider Support team, covering tasks such as direct rider off-order support & rider training.
Liaise with other areas regarding cross-initiatives to optimize rider support, maintain a strong rider proposition, and assist in business-wide initiatives such as public affairs and PR-related matters.
Own the rider lifecycle and its related metrics from training onwards.
Liaise with rider-hiring agencies to ensure proper fleet performance and measurement.
Seek standardization regarding rider-related processes, such as KPI measurement.
Serve as the point of contact for any Rider Support matters related to the Kuwait market.
Requirements
6+ years of relevant professional experience
Proficiency in English (must-have) and Arabic/ Urdu/ Hindi(good-to-have, but not essential).
Proven project and people scaling and management skills.
Strong written and verbal communication skills.
Strong analytical and problem solving skills.
Strong sense of ownership of projects, metrics and team. Commitment to goals, area and firm.
Well proven track record of success in a fast-paced working environment. Strong handling of data through G Suite, Excel and/or Looker
Workplace & Benefits
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don’t hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.