---
title: 'Commercial Merchant Support Agent at Deliveroo'
canonical: 'https://feeny.ai/job/commercial-merchant-support-agent-deliveroo-manchester-0veewy3k6vrf'
type: 'job'
last_seen: '2026-09-06'
---

# Commercial Merchant Support Agent at Deliveroo

- **Company:** [Deliveroo](https://feeny.ai/companies/deliveroo)
- **Location:** Manchester, United Kingdom
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-04
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/deliveroo/6ab652ee-01d0-4ad9-8e9f-f332d1371592

## Job description

## COMMERCIAL MERCHANT SUPPORT AGENT - UKIE

Location: Manchester

Working pattern: Hybrid (3 days in-office) | 37.5 hours per week | Rotational shift pattern may include weekends and public holidays (09:00 - 17:30 - flexible shift start time available).

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Commercial Merchant Support team supports Deliveroo’s restaurant and grocery merchants by delivering efficient and empathetic service with every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better, this is the place for you.

We’re looking for a Commercial Merchant Support Agent to join our Merchant Support team. In this role, you’ll help us deliver fair, timely and high-quality resolutions for our Merchants. You will work primarily with internal account managers, but will occasionally offer direct support to representatives from key merchant accounts.

## What You’ll Be Doing

You’ll be joining the Merchant Support team, working at the forefront of complex and high-impact cases involving our largest restaurant and grocery merchants.

Here’s what your day-to-day might look like:

- Own complex partner resolutions: Manage high-impact queries and escalations from account managers who support our largest restaurant and grocery accounts with an obsessive focus on service excellence.
- Navigate multi-channel support: Solve intricate issues primarily through non-live channels, utilising phone calls and written correspondence based on account manager/ merchant preference.
- Deliver end-to-end case management: Independently seek out the best resolutions for complex requirements while keeping account managers and other stakeholders updated throughout the process.
- Champion the Merchant experience: Act as the face of the commercial team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores.
- Help our Merchants succeed - In this role, you are the engine behind our merchants' growth. You'll tackle roadblocks head-on with a focus on first-contact resolution, knowing that your speed and accuracy directly power their business success. You won't just solve problems, you'll act as a strategic partner, introducing value-add initiatives like targeted ad campaigns to help them thrive on our platform.

## What You’ll Need to Thrive

Our ideal candidate will bring strong expertise in the following areas:

- Strong solution-based mindset: An organised and driven approach to problem-solving in a fast-paced environment.
- Exceptional communication skills: Ability to handle sensitive cases with empathy and professional clarity.
- Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome autonomously.
- Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants.
- Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace.
- Technical aptitude: Familiarity with CRM systems, especially Salesforce, telephony platforms, or knowledge bases is a plus.

Why Join Us?

At Deliveroo, merchant support is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.

- 🔧 Make a visible impact every day – Your work directly improves outcomes for customers, riders and restaurant merchants.
- 🌱 Grow through ownership – Take responsibility for complex cases and help shape improvements to how we operate.
- 🧠 Develop deep operational expertise – Work across teams and markets to build strong regulatory and service knowledge.
- 🌎 Deliver together in an inclusive culture – Collaborative, values-driven teams that support how you work best.

Benefits: * 25 days holiday + bank holidays (depending on department commitments) and "Time off for Charity" days.

- Subsidised health, dental, and life insurance.
- Deliveroo Plus subscription and company-paid team meals.
- Online learning courses from global universities and gym discounts.
- Cycle to work scheme and enhanced pension contributions.

Our Global Structure

Deliveroo is 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.

Diversity, Equity and Inclusion

At Deliveroo, we know that 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.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear fro

## About Deliveroo

## Company Overview
- **One-liner**: Deliveroo operates a hyperlocal three-sided marketplace that connects consumers, restaurants and grocers, and riders to deliver food and other neighbourhood goods in under 30 minutes.
- **Entity Type**: Public (London Stock Exchange: ROO)
- **Headquarters**: London, United Kingdom
- **Founded**: 2013
- **Founders**: Will Shu

## Core Business
- **Primary industry**: Online food delivery and on-demand grocery / local commerce
- **Target customers**: B2C (consumers), B2B (restaurants, grocers, retailers), and B2C (riders as independent contractors)
- **Mission or purpose**: To transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders.

## Products & Services
- **Restaurant Delivery**: Core service delivering meals from over 160,000 restaurant and grocery partners, many of which never offered delivery before.
- **Deliveroo Hop**: Rapid on-demand grocery delivery from a network of delivery-only sites, rolling out in several markets.
- **Deliveroo Shopping**: Non-food retail delivery, bringing items from local shops (e.g., flowers, cards, electronics) to consumers.
- **Editions**: Delivery-only kitchens that help restaurants expand to new areas at lower cost and risk, powered by Deliveroo’s data insights.

## Market Standing
- **Valuation/Market Cap**: Publicly traded – market cap not provided in available materials; check financial sources for latest figure.
- **Key Metric**: Operates in 10 markets worldwide, serving millions of consumers with thousands of riders and 160,000+ restaurant/grocery partners.
- **Notable Investors/Partners**: Key grocery partners include Co-op, Conad, Carrefour, Casino, Marks and Spencer, Picard, Waitrose, and Whole Foods Market. (Prior venture investors not detailed in provided sources.)
- **Growth Signals**: Expanding on-demand grocery via Deliveroo Hop; launching Deliveroo Shopping for non-food items; continuous investment in machine learning logistics (Frank algorithm); growing Editions network.

## Competitive Advantages
- **Hyperlocal logistics technology**: Proprietary Frank algorithm uses machine learning to optimise routing, preparation times, and delivery efficiency neighbourhood by neighbourhood.
- **Three-sided marketplace**: Deep network effects connecting consumers, merchants, and riders – hard to replicate at scale.
- **Editions (delivery-only kitchens)**: Lowers barrier for restaurant expansion and increases selection in underserved areas.
- **Rider value proposition**: Free personal accident and third-party liability insurance for all self-employed riders from day one, flexible work, and good earnings.

## Strategic Focus
- **Grocery and retail expansion**: Scaling Deliveroo Hop and Deliveroo Shopping to become the definitive online food and neighbourhood commerce platform.
- **Technology leadership**: Continued investment in real-time coordination, machine learning, and logistics optimisation.
- **Market penetration**: Deepening presence in existing 10 markets while improving selection, experience, and value for consumers.

## Why Work Here
- **Culture**: Values-driven, innovative, and inclusive – Employee Resource Groups, regular social events, and a focus on career-defining work.
- **Work environment**: Offices across the UK (London HQ, Birmingham, Bristol, Edinburgh, Leeds, Manchester) with excellent kit for remote work and a parent-friendly culture.
- **Benefits (UK)**:
  - 25 days annual leave + bank holidays, increasing with tenure; one paid volunteer day per year.
  - Competitive compensation, annual cash bonus, sign-on bonus, relocation support, and up to 5% matched pension.
  - Equity awards for eligible roles.
  - Private healthcare (single cover funded), gym access (HQ on-site, discounted external), wellbeing apps (LesMills+, Strava, Headspace, Yogaia) via GymPass.
  - Life assurance, discounted dental, critical illness cover, travel insurance.
  - Free Deliveroo Plus (free delivery), team lunches from local restaurants.
  - Cycle to Work Scheme, Season Ticket Loans, free mortgage advice.
  - Excellent learning & development via RooLearn platform.
- **Engineering culture**: Tackle complex scale and machine learning problems coordinating millions of real-time interactions across a three-sided marketplace.

## Sources
1. [deliveroo.co.uk](https://deliveroo.co.uk/about-us) – Company overview, history, products, and values.
2. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/) – Career page with mission, culture, and team size.
3. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/locations/united-kingdom/) – UK-specific benefits, office locations, and compensation details.
4. [careers.deliveroo.co.uk](https://careers.deliveroo.co.uk/how-we-hire/) – Hiring process and interview tips.

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