Support Resilience Team Lead

SUPPORT RESILIENCE TEAM LEAD

Location: Manchester

Working pattern: Office-based (requires flexibility including some weekend and Bank Holiday coverage)

Languages: English (proficiency in French or Italian is a plus)

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do.

The Support Resilience team sits at the heart of our wider Rider Services Centre, working closely with Rider Support, and Payments teams to provide coverage and continuity when it matters most. Reporting into the Senior Global Operations Manager, you will lead the newly formed Support Resilience team - a cross-trained, flexible team based in our Manchester office, built to provide high-quality surge support across our Insurance, Reviews, and Payments functions. Your goal is to build and embed a team that can flex into wherever demand is highest, reducing pressure on specialist teams and ensuring riders continue to receive best-in-class support even during peak periods or high-volume events.

WHAT YOU’LL BE DOING

You’ll be joining the Support Resilience team, working at the forefront of complex and high-impact cases. This newly formed, cross-trained team acts as our flexible surge unit, scaling up to support Insurance, Reviews, and Payments functions to ensure our riders receive uninterrupted, best-in-class support.

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

• Lead and develop a high-performing team of up to 5 agents, fostering a culture of continuous improvement, ownership, and high standards.

• Own the cross-training programme across Insurance Validations, Reviews, and Payments queries, collaborating with training teams to build a highly agile squad.

• Manage real-time capacity and deployment, actively monitoring queue demand to dynamically shift team focus where business priorities and volumes are highest.

• Act as the central operational bridge between Support Resilience and other Rider Support functions, communicating capacity, flagging risks, and ensuring seamless handoffs.

• Drive performance and quality insights by monitoring contact centre metrics, executing targeted operational action plans, and escalating systemic issues back to specialist teams.

• Balance reactive surge support with strategic development, managing your own workload while championing broader operational initiatives for the Rider Services Centre.

WHAT YOU’LL NEED TO THRIVE

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• Proven leadership capability in a contact centre or operational customer service environment, with a track record of driving team performance against SLAs and KPIs.

• Demonstrated experience managing cross-trained teams, showing the ability to pivot resources quickly across different functions without losing operational pace or quality.

• Strong analytical and data literacy, with significant experience using Google Sheets to spot performance trends, track metrics, and build simple operational reports.

• Excellent stakeholder management skills, with the ability to communicate clearly and confidently with senior leaders across multiple global functions.

• A calm, adaptable approach to problem-solving, thriving in high-volume, fast-moving marketplace environments and navigating ambiguity with ease.

• Operational flexibility, with a proven ability to support a schedule that includes weekend and Bank Holiday coverage from our Manchester office.

WHY JOIN US?

At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.

• 🔧 Make a visible impact every day Your work directly improves outcomes for customers, riders and restaurant partners.

• 🌱 Grow through ownership Take responsibility for complex cases and help shape improvements to how we operate.

• 🧠 Develop deep operational expertise Work across teams and markets to build strong regulatory and service knowledge.

• 🌎 Deliver together in an inclusive culture Collaborative, values-driven teams that support how you work best.

We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages.

OUR GLOBAL STRUCTURE

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

DIVERSITY, EQUITY AND INCLUSION

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!