Restaurant Support Agent (Law 68/1999 – Italy) - Customer Service

About the team

You’ll be part of the Partner Services Centre, supporting our restaurant partners and ensuring smooth daily operations. The team’s mission is to deliver excellent service and efficient solutions that help partners succeed on the Deliveroo platform.

About the role

As a Partner Operations Specialist, you’ll play a key role in managing operational requests, supporting menu setup for new acquisitions, and handling refund processes. You’ll collaborate closely with internal and external teams to guarantee a seamless partner experience.

What you'll be doing

• Provide prompt and effective support to partners on operational requests and issue resolution

• Manage menu-related tasks, including the setup and updates for new and existing partners

• Handle refund requests accurately and within agreed timelines

• Work closely with Sales, Commercial, and other internal teams to ensure smooth coordination and communication

• Identify opportunities to improve operational processes and enhance partner satisfaction

Requirements

• Experience in customer support, operations, or partner management (preferably in a fast-paced or tech-driven environment)

• Strong communication and problem-solving skills

• Attention to detail and ability to manage multiple priorities effectively

• Team-oriented, proactive, and adaptable to change

• Fluent Italian (C2) and intermediate English (B1-B2), both spoken and written.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

This position is reserved for candidates belonging to protected categories (Law 68/1999 – Italy).