The Trust team works to build trust and keep bad actors out of all sides of our marketplace: consumers, riders and partners. You will work within the trust team to investigate fraud and abuse, help the business understand root cause of issues and highlight areas of improvement for our product and data science teams. Success in this role will require in-depth knowledge, a proactive approach, a focus on getting things done and being supportive with everyone in the team.
Your key responsibilities will include:
- Reviewing orders associated with consumer claims and/or other fraud and abuse signals at an order level to identify behavioral data that can be indicative of whether a rider, the customer or partner is an abuser or not, i.e. check photos for incorrect items, lateness for late claims, kitchen-to-customer time for cold food, order journey etc.
- Combining and considering a range of signals to build a more comprehensive picture of the potential abuser and submitting individual assessments and recommendations in a timely manner.
- Make a call as to whether the rider, customer or partner was an abuser or not, basing your decision on the information available for both the claim and the order level, as well as on their history with Deliveroo to date.
- Provide feedback on customer care and rider policies, and potential gaps in our fraud and abuse detection and prevention methods.
- Supporting other ad hoc back-office tasks relating to fraud and abuse prevention.
- Actively participating in team meetings, company activities and development opportunities
- Rotational shift work including weekends and bank holidays
Desirable
- Experience in quality assessing/auditing.
- Strong computer skills and analytical ability (i.e. collating data from multiple sources including data dashboards, to decide an outcome).
- Attention to detail – spotting small changes and things that "just don't seem right"
- A curiosity to learn and develop in the fraud and abuse domain.
Why Deliveroo?
We're building the definitive online food company, transforming the way the world eats by making hyper-local food more convenient and accessible. We obsess about building the future of food, whilst using our network as a force for good. We're at the forefront of an industry, powered by our market-leading technology and unrivaled network to bring incredible convenience and selection to our customers.
Working at Deliveroo is the perfect environment to build a definitive career, motivated by impact. Firstly, the impact that working here will have on your development, allowing you to grow faster than you might elsewhere; secondly, the impact that you can have on Deliveroo, leaving your mark as we scale; and finally, being part of something bigger, through the impact that we make together in our marketplace and communities.
Benefits and Diversity
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.
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 judgment 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 startups in an incredibly exciting space.