Rider Support Representative

About This Opportunity

We are representing a confidential logistics technology organization seeking a Rider Support Representative to join their operations team in London. This is a 9-month fixed-term contract operating on a hybrid working pattern with rotational shifts including weekends and Bank Holidays.

Our client operates a fast-paced marketplace connecting independent couriers with customers, and this role sits at the heart of their rider support operations. You'll be handling complex escalations, driving process improvements, and ensuring couriers receive timely, empathetic support when they need it most.

Responsibilities

• Deliver timely, clear, and empathetic written support to couriers across multiple markets, focusing on complex payment and account queries within defined service level agreements
• Manage escalated cases from frontline support teams as a subject matter expert, ensuring efficient end-to-end resolution
• Analyze high-volume case data using spreadsheets to identify recurring trends, operational bottlenecks, and root causes of courier issues
• Proactively recommend and help implement process, tool, and workflow improvements to elevate the courier experience and boost operational efficiency
• Collaborate with cross-functional teams to escalate high-risk cases with clear context, data, and actionable next steps
• Work rotational shift patterns including weekends and Bank Holidays to support marketplace operations

What We're Looking For

• Demonstrated experience managing written customer support cases (email/chat) while consistently meeting quality, productivity, and SLA targets
• Excellent written and spoken English communication skills, with proven ability to explain complex policies and resolve sensitive 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 fast-paced environments, taking ownership of ambiguous or complex situations with an empathetic, problem-solving mindset
• Flexibility to work rotational shift patterns including weekend and Bank Holiday coverage
• Bonus: Familiarity with customer service platforms like Zendesk, or proficiency in French, Italian, or Dutch

How We Work With You

Candidates interested in this position apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your experience and fit for the role. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the hiring organization directly, as all applications must be processed through our recruitment process to be considered.

This role offers the opportunity to make visible impact daily, working on complex cases that directly improve outcomes for couriers and customers. You'll develop deep operational expertise across teams and markets while growing your career in a collaborative, values-driven environment.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Equal Employment Opportunity: Get A Job.ai is committed to fostering an inclusive recruitment process. We welcome candidates from all backgrounds and work to ensure equitable access throughout our hiring process.