Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

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

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritize their welfare. We offer many 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 judgment 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 start-ups around.