Rider Support Specialist at Delivery Hero

Barcelona, Catalonia, Spain -

Full Time

Start Date

Immediate

Expiry Date

12 Oct, 26

Salary

0.0

Posted On

14 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, CRM Tools, Ticketing Systems, Spanish Fluency, English Fluency, Problem Solving, Operational Improvement, Data Analysis, Logistics, KPI Monitoring, Process Optimization, Written Communication

Industry

technology;Information and Internet

Description

Company Description Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description About the job If you’re here, it’s because you’re 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. We’ll 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 170,000 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 won’t just solve tickets — you’ll 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!

Responsibilities

Manage and resolve rider support requests via internal ticketing tools while identifying recurring issues to improve operational processes. Collaborate with Local Ops and Fleet teams to optimize workflows and monitor performance KPIs.