Commercial Merchant Support Agent

Manchester - Main Officefull-timemid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Own complex partner resolutions: Manage high-impact queries and escalations from account managers who support our largest restaurant and grocery accounts with an obsessive focus on service excellence.

Requirements Summary

Act as the face of the commercial team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores. Help our Merchants succeed - In this role,

Technical Tools

Customer Support SpecialistCustomer

Responsibilities

~1 min read

You’ll be joining the Merchant Support team, working at the forefront of complex and high-impact cases involving our largest restaurant and grocery merchants.

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

Requirements

~1 min read

Our ideal candidate will bring strong expertise in the following areas:

What We Offer

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At Deliveroo, merchant support 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 merchants.

✓🌱 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.

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 fro