The Team

The Premium and Automated Care team as part of the Marketplace Support department, oversees the complete management of our AI Chatbot and our most valuable Consumer care operations. We are expanding and welcoming in new talents to help us manage our AI Chatbot routines and also support us with delivering the best training to our best agents. We are searching for an individual eager to develop cutting-edge skills in AI-powered operations and to showcase exemplary understanding of our Premium Care polices and expectations.

Our team is dedicated to delivering exceptional customer service through smooth interactions and swift resolutions. We thrive in a dynamic, fast-paced environment that values proactivity, collaboration, and resilience. Through analysis on how we can enhance care functions we aim to optimise both automated and human-assisted support.

The Role

We are seeking a dynamic Documentation Writer to join our team and play a pivotal role in shaping Premium agent support and AI integration at Deliveroo. You will report directly to our Process manager and will help transform our existing knowledge base content into clear, concise, and well-structured documentation that will train and support our chatbot. This exciting position requires exceptional organisational skills and the ability to convey complex information in an easily understandable format. Working under tight deadlines, you will collaborate closely with Operations, Process, Quality and Training stakeholders to gather insights and continuously refine content, ensuring it meets the highest standards of clarity and usability. If you are passionate about creating impactful content and thrive in a fast-paced environment, we invite you to join us in delivering exceptional service to our customers and agents.

What you’ll be doing

How will you demonstrate your skills as a wordsmith for our AI chatbot:

• Review and edit content to meet our high-quality standards, guaranteeing error-free information.

• Conduct regular audits of chatbot scripts to ensure a best-in-class experience for both customer care agents and users.

• Craft scripts for the AI chatbot, focusing on persona, process flow, and conversational accuracy, reflecting Deliveroo’s brand and service standards.

• Develop, test, and troubleshoot scripts for the Deliveroo AI chatbot to improve accuracy and user experience, making a tangible impact on customer satisfaction, automation and repeat rate.

• Attend regular meetings with operations, process, quality, training, and product teams to gather information and provide updates.

• Serve as a point of contact for content-related queries.

How you will help our Premium Care agents to unlock their potential:

• Support in the development of engaging training materials for agent onboarding and ongoing learning, contributing to their success and growth.

• Gather feedback from stakeholders and respond to requests to continuously improve our documentation, ensuring it remains relevant and effective.

• Participating in agent onboarding sessions if required by facilitators.

Skills

• Proven experience in technical writing, content creation, or a related field is desirable

• Excellent written and verbal communication skills

• Ability to work independently and manage multiple tasks simultaneously

• Strong attention to detail and organisational skills

• Proficiency in using Google Docs and other documentation tools

• Ability to understand and convey complex technical information in a clear and concise manner

• Experience working with chatbots or AI-driven applications is a plus

• Must be fluent in English. Additional fluency in Urdu, French, Italian, Portuguese or Arabic would be an advantage.

Additional requirements

• Has been a customer of Deliveroo/other food delivery apps in the UK and can resonate with the feelings customers are expressing when they contact us. 

• Must work a minimum of 3 days a week from the London office.

• You may be expected to travel up to 3 times a year 

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.