Rider Support Specialist

About the job

If youre here its because youre looking for an exciting ride.
A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone.
Well deliver a non-vanilla culture built on talent where we work to amplify the impact on millions of people paving the way forward together.
Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses and couriers offering on-demand services from more than 170000 local restaurants grocers and supermarkets and high street retail stores. We operate in more than 1500 cities across 23 countries.
Together we revolutionize the way people connect with their everyday needs from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us every day is filled with purpose.
 

YOUR MISSION

As a Rider Support Specialist for our Internal Fleet you will play a key role in ensuring an outstanding experience for our riders by managing support requests and transforming insights into operational improvements.

You wont just solve tickets youll identify patterns detect pain points and help us build better processes for our courier ecosystem.

THE JOURNEY

• Manage and resolve rider support requests through our internal ticketing tool with speed and quality

• Act as a key point of contact for internal fleet riders ensuring a smooth and reliable experience

• Identify recurring issues and escalate them with actionable insights

• Proactively suggest and implement process improvements based on rider feedback

• Collaborate with Local Ops and Fleet teams to optimize workflows and reduce friction

• Monitor KPIs related to support performance (response time resolution time satisfaction)

• Help build scalable processes to improve efficiency and rider experience

Qualifications :

WHAT YOU WILL BRING TO THE RIDE

• 2-3 years of experience in Customer Support Customer Service or similar roles

• Experience working with CRM or ticketing tools (Zendesk Salesforce Freshdesk or similar)

• Strong ability to manage high volumes of tickets with speed and accuracy

• Excellent written communication skills in Spanish and English

• Problem-solving mindset with the ability to identify root causes not just symptoms

• Experience in Operations Logistics or fast-paced environments is a strong plus

• Data-driven mindset comfortable identifying trends and proposing improvements

• Autonomous organized and highly proactive profile

WHAT MAKES OUR RIDE UNIQUE

Strong culture and non-vanilla personality
A true Talent House where you can grow fast
A company committed to being a force for good

Additional Information :

At Glovo your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think decide and collaborate. What you achieve matters and how you achieve it defines us. Together they move the business forward and deliver great experiences. Learn more about our Leadership Principles here.

Here at Glovo we thrive on diversity we believe it enhances our teams products and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds all genders racial/diverse backgrounds abilities ages sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g. she/her/hers he/him/his they/them/theirs etc).

So ready to take the wheel and make this the ride of your life

Delve into our culture by taking a peek at our Instagram and check out our LinkedIn and website!

Remote Work :

No

Employment Type :

Full-time