💼 About This Role

You'll join the Global Escalations team, handling high-priority complaints across Deliveroo's three-sided marketplace. Your work ensures fair outcomes for customers, riders, and partners. You'll also drive process improvements through root cause analysis.

🎯 What You'll Do

• Resolve high-priority complaints in English and Italian
• Act as escalation point for critical issues
• Conduct root cause analysis of escalations
• Liaise with stakeholders and regulatory bodies

📋 Requirements

• Experience in escalation or senior complaints handling
• Fluency in English and Italian
• Understanding of complaint resolution processes and regulations

✨ Nice to Have

• Familiarity with FCA or GDPR
• Experience with CRM and case management tools

🎁 Benefits & Perks

• 🏖️ Hybrid working - approx 3 days in office
• 💼 Career growth - ownership of complex cases
• 🌍 Global environment - part of DoorDash network
• 🧠 Training - develop regulatory expertise

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Case Study· 60 min