Deliveroo
Support Resilience Team Lead
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Support Resilience Team Lead
Support Resilience Team Leader – Manchester
Location: Manchester Working Pattern: Office-based (with flexibility, including some weekend and Bank Holiday coverage) Required Language: English (French or Italian proficiencies preferred)
About the Role
Join Deliveroo (now part of DoorDash) and transform how people shop and eat—driven by impact, innovation, and growth. Reporting to the Senior Global Operations Manager, you’ll lead the newly formed Support Resilience team, a cross-trained, flexible unit operating from our Manchester office. Your mission? Build a high-quality, agile team that scales surge support across Insurance, Reviews, and Payments, reducing pressure on specialist teams and ensuring riders receive best-in-class support during peaks or high-volume events.
What You’ll Be Doing
You’ll spearhead a dynamic, surge-force team at the heart of complex and high-impact customer cases. Your daily responsibilities span operational leadership, strategic development, and team mentorship:
- Lead and develop a high-performing team of up to 5 agents, fostering a culture of continuous improvement, ownership, and high service standards.
- Own the cross-training programme for Insurance Validations, Reviews, and Payments—collaborating with training teams to build a highly agile squad.
- Monitor and deploy real-time capacity, adjusting team focus dynamically based on business priorities and demand spikes.
- Serve as the bridge between Support Resilience and broader Rider Support functions, communicating resource availability, escalating risks, and ensuring seamless hand-offs.
- Drive performance excellence by:
- Analysing contact centre metrics (SLAs, KPIs) and executing targeted operational action plans.
- Flagging systemic issues to specialist teams for resolution.
- Balance reactive surge support with strategic initiatives, managing your workload while championing operational enhancements across the Rider Services Centre.
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What You’ll Need to Thrive
We’re looking for a hands-on leader with a proactive, analytical mindset who thrives in fast-paced, high-pressure environments. Key attributes include:
- Proven leadership in a contact centre or operational customer service role, with a track record of:
- Driving team performance against SLAs/KPIs.
- Stretching teams across cross-functional support without compromising quality or efficiency.
- Expertise in real-time capacity management, with experience:
- Using Google Sheets to track trends, forecast demands, and generate operational reports.
- Managing flexible resource allocation during peak periods.
- Strong stakeholder influence: Cleary and confidently communicating with senior leaders across global functions.
- Adaptability and resilience: Thriving in ambiguous, fast-moving environments, with the ability to:
- Problem-solve under pressure.
- Pivot cross-trained roles swiftly.
- Operational flexibility: Committed to a schedule that includes weekend and Bank Holiday shifts from our Manchester base.
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Why Join Us?
At Deliveroo/DoorDash, customer care is core to building trust—and your impact will drive tangible results. Here’s what you’ll gain:
✨ Make a visible daily difference – Your work directly improves rider, customer, and restaurant partner experiences. 🌱 Grow through ownership – Handle complex cases, propose operational improvements, and shape how we deliver support. 🧠 Develop deep expertise – Work across teams and markets, building industry-leading regulatory and service knowledge. 🌎 Collaborate in a global culture – Inclusive, values-driven teams that support how you work best.
Our Commitment to Diversity, Equity, and Inclusion
We believe a diverse workforce fosters innovation, creativity, and success. Deliveroo is committed to equal opportunity for all, valuing candidates from every background—whether based on age, gender, ethnicity, disability, sexual orientation, socio-economic status, religion, or belief.
Need support to apply or during recruitment? Let us know after submitting your application—we’ll arrange reasonable adjustments to ensure a fair process.
Apply if you’re excited about: ✅ Making real impact in a dynamic, global marketplace. ✅ Growing your career alongside ambitious, impact-driven teams. 🚀
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