Live Operations Associate

Responsibilities

Reporting to the Operations Manager, this role involves monitoring real-time order status and ensuring seamless coordination with our partners. The primary responsibilities include reaching out to partners via calls or messages in case of any issues with orders, such as late acceptance, missing items, or tablet-related problems. The successful candidate will play a crucial role in maintaining the efficiency and quality of our order fulfillment process, working collaboratively with internal teams and external partners.

• Providing an effortless premium service to our partners on Live chat by reviewing, investigating and responding to their escalated queries, aiming for a first contact resolution when possible
• Being a positive and active team player and working hard to ensure the team goals are being achieved
• Proactively escalating and communicating any issues to the concerned team
• Identifying opportunities for continuous improvement and policy refinement within the department and company

Requirements

• Strong written and spoken English (plus Hindi/Urdu language would be beneficial but not required)
• Live chat and phone support experience, with impeccable phone etiquette
• Willingness to take responsibility/ownership of each issue/task that you face
• Trustworthiness – Deliveroo wants honest workers who are capable of handling sensitive personal information
• Rotational shift work including evenings & weekends.

About the Company

At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving.

We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:

• Make a visible impact every day – Your work directly improves experiences for customers, partners and riders.
• Learn fast in an entrepreneurial environment – Work close to the market with autonomy, pace and real responsibility.
• Build a career, not just a role – Stretch yourself, develop new skills and grow as the business evolves.
• Deliver together in an inclusive culture – Collaborative, values-driven teams that support how you work best.

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, we’re unlocking new possibilities as one global team.

At Deliveroo, we know 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.