About the job
Bilingual Customer Support Agent - French
Location: Manchester
Working pattern: Hybrid (approximately 3 days per week in-office) | Rotational shifts: 9AM–7:30PM, 10:30AM–9PM, or 12:30PM–11PM
Languages: Fluent in English and French
At Deliveroo, we are on a mission to revolutionize the way people shop for and enjoy food, emphasizing impact, innovation, and growth in all that we do. Our Customer Care team plays a pivotal role in supporting our customers, riders, and restaurant partners—providing attentive, efficient, and compassionate service at every touchpoint. Whether addressing live issues, creating proactive support experiences, or driving enhancements through data insights, we strive for service excellence across our marketplace. If you are passionate about helping others and committed to improving experiences, this is the ideal opportunity for you.
We are seeking a dedicated Customer Support Agent to join our Marketplace Support & Service Excellence team. In this role, you will facilitate fair, timely, and high-quality resolutions within our three-sided marketplace, assisting customers, riders, and partners when they need it most.
Key Responsibilities
As part of the Global Escalations team, you will work on complex and impactful cases. Your daily responsibilities may include:
Overseeing the resolution of high-priority complaints, managing intricate and high-risk cases, including those escalated to legal teams or ombudsman services.
Investigating and resolving disputes by collaborating with internal stakeholders and regulatory entities to ensure equitable, compliant, and timely outcomes.
Performing root cause analysis on escalation trends to identify systemic issues and promote continuous improvement in processes.
Composing professional, empathetic, and precise correspondence that adheres to strict regulatory standards (e.g., GDPR, FCA) while fostering brand trust.
Managing comprehensive case documentation utilizing CRM systems to ensure every interaction is recorded, reported, and compliant.
Mentoring and coaching junior team members, sharing your expertise in dispute resolution and best practices to elevate the overall team capability.
Qualifications for Success
The ideal candidate will possess strong expertise in several of the following areas and demonstrate a desire to grow in others:
Substantial experience in customer service, particularly within e-commerce or a related field.
Exceptional communication skills in both French and English, with a focus on clarity and empathy.
Adept problem-solving abilities and the capacity to manage sensitive situations with professionalism.
Strong analytical mindset for conducting root cause analysis and process improvement initiatives.

