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.About the jobIf 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 missionAs 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 journeyManage and resolve rider support requests through our internal ticketing tool with speed and qualityAct as a key point of contact for internal fleet riders, ensuring a smooth and reliable experienceIdentify recurring issues and elevate them with actionable insightsProactively suggest and implement process improvements based on rider feedbackCollaborate with Local Ops and Fleet teams to optimize workflows and reduce frictionMonitor KPIs related to support performance (response time, resolution time, satisfaction)Help build scalable processes to improve efficiency and rider experienceWhat you will bring to the ride2-3+ years of experience in Customer Support, Customer Service or similar rolesExperience working with CRM or ticketing tools (Zendesk, Salesforce, Freshdesk or similar)Strong ability to manage high volumes of tickets with speed and accuracyExcellent written communication skills in Spanish and EnglishProblem-solving mindset with the ability to identify root causes, not just symptomsExperience in Operations, Logistics or fast-paced environments is a strong plusData-driven mindset comfortable identifying trends and proposing improvementsAutonomous, organized, and highly proactive profileOur diversity commitmentHere 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).

📌 Rider Support Specialist (Madrid)
🏢 Delivery Hero
📍 Madrid