Office and customer service

Senior Manager, Customer Support, Deliveroo Operations

DeliverooDubai, United Arab Emirates; London, United Kingdom

• WhereDubai, United Arab Emirates; London, United Kingdom
• ExperienceExperienced
• Skills and toolsCSAT, AHT, SLA adherence, Root cause analysis, Workforce management, Performance frameworks, Contact driver analysis, Customer sentiment analysis, OKRs, Automation
• Also24/7 on-call rota; 50 in-house agents; 1,500 outsourced agents; 3 BPO partners; 3 shared service centres
• ReferenceRef. 4861
• In the paper untilThu 19 Nov

About the job

Senior customer support manager at Deliveroo. Lead an in-house Global Escalations team and outsourced support operations across BPO partners and shared service centres. Accountable for customer experience, CSAT, service quality and costs. Requires participation in a 24/7 leadership on-call rota.

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