Customer Support/Service Agent - Arabic

CUSTOMER CARE AGENT - ARABIC

Location: Manchester

Working pattern: Hybrid (approx. 3 days per week in-office) | Rotational shifts: 9AM–7:30PM, 10:30AM–9PM, or 12:30PM–11PM

Languages: English and Arabic

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you.

We’re looking for an Customer Care Agent - Arabic to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most.

WHAT YOU’LL BE DOING

You’ll be joining the Global Escalations team, working at the forefront of complex and high-impact cases.

Here’s what your day-to-day might look like:

- Own and resolve high-priority marketplace complaints, ensuring fair outcomes for customers, riders, and partners in both English and French.

- Manage sensitive and high-risk cases, including those involving legal teams, regulatory bodies, or ombudsman services.

- Conduct deep-dive root cause analysis on escalations to identify trends and prevent recurring issues.

- Collaborate with internal stakeholders across the global business to investigate disputes and navigate complex regulatory requirements (e.g., GDPR, FCA).

- Draft professional, empathetic, and compliant correspondence that upholds Deliveroo’s reputation and service standards.

- Drive process enhancements by sharing insights and data-driven recommendations with...