Customer Care Agent Italian

Agent Global Escalations

Location: Manchester

Working pattern: Hybrid (approx. 3 days per week in-office) Rotational shifts: 9AM7:30PM 10:30AM9PM or 12:30PM11PM

Languages: English and Italian

Join us in our mission to transform the way people shop and eat where impact innovation and growth drives everything we do. Our Customer Care team supports Deliveroos customers riders and restaurant partnersdelivering thoughtful efficient and empathetic service at every interaction. Whether solving live issues building proactive support experiences or driving continuous improvement through data and insights we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things betterthis is the place for you.

Were looking for an Agent Global Escalations to join our Marketplace Support & Service Excellence this role youll help us deliver fair timely and high-quality resolutions across our three-sided marketplace supporting customers riders and partners when it matters most.

What Youll Be Doing

Youll be joining the Global Escalations team working at the forefront of complex and high-impact cases.

Heres what your day-to-day might look like:

• Resolve high-priority and complex complaints in both English and Italian ensuring fair outcomes across our three-sided marketplace.

• Act as a specialist escalation point for critical issues managing high-risk cases including those referred to ombudsman services or legal teams.

• Conduct root cause analysis to identify behavioral or systemic trends in escalations and contribute to global process enhancements.

• Liaise with internal stakeholders and regulatory bodies to investigate disputes while ensuring full compliance with GDPR and industry standards.

• Draft professional empathetic correspondence for complex cases maintaining a high standard of accuracy and documentation.

• Drive continuous improvement by identifying opportunities to streamline the customer journey and prevent recurring complaints.

What Youll Need to Thrive

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

• Significant experience in escalation or senior complaints handling preferably within a regulated industry or fast-paced tech environment.

• Fluency in English and Italian with the ability to communicate professionally and empathetically in both languages.

• Strong understanding of complaint resolution processes including familiarity with regulatory requirements (e.g. FCA GDPR or equivalent).

• Proven ability to navigate complex negotiations and conflict resolution maintaining professionalism during challenging conversations.

• Strong analytical and problem-solving skills with a demonstrated ability to assess complex data and make well-reasoned decisions.

• Experience using CRM systems and case management tools to track report and manage multiple high-priority cases simultaneously.

Why Join Us

At Deliveroo customer care is central to how we build trust across our marketplace. Youll 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 34 stages. Learn more about how we hire here.

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 were 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. Were 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 if you require any reasonable adjustments during the recruitment process please contact our recruitment team at and well be happy to help ensure you have a fair and equitable experience.

If youre excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious supportive teams wed love to hear from you!

Required Experience:

Unclear Seniority