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Rider Support Representative

🕒 yesterday
📍 🇬🇧 London - Hybrid🎹 Mid-level🤝 Customer Success Manager📢 🇬🇧 English Required📢 🇫🇷 French Required💼 Full-Time
Customer SupportWritten CommunicationAnalytical SkillsData Analysis

📜 Description

  • Provide timely, clear, and empathetic written support to riders across multiple markets, focusing on complex payment and account queries.
  • Handle escalated cases from frontline support teams, serving as a subject matter expert for efficient resolution.
  • Analyze high-volume case data to identify trends, operational bottlenecks, and root causes of rider issues.
  • Proactively recommend and implement process improvements to enhance the rider experience and operational efficiency.
  • Collaborate with cross-functional teams to escalate high-risk cases with clear context and actionable next steps.

🛠️ Requirements

  • Demonstrated experience managing written customer support cases (email/chat) while consistently meeting quality, productivity, and target SLAs.
  • Excellent written and spoken English communication skills, with a proven ability to explain complex policies and resolve delicate issues clearly.
  • Strong analytical ability with hands-on proficiency using data tools like Google Sheets or Excel to track trends and organize workflows.
  • Proven ability to thrive in a fast-paced environment, taking ownership of ambiguous or complex situations with an empathetic, problem-solving mindset.
  • Flexibility to work on a rotational shift pattern that includes weekend and Bank Holiday coverage to support our marketplace operations.
  • Bonus: Familiarity with customer service software like Zendesk, or proficiency in French, Italian, or Dutch.
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