Customer Support Associate - Escalations

About Laundryheap

Laundryheap is a rapidly expanding technology-driven laundry and dry-cleaning service operating across more than 14 countries across Europe, Asia, and North America. We provide a swift, 24-hour laundry collection, cleaning, and delivery service by blending cutting-edge technology with superior logistics and customer care.

Role Overview

Join our global Customer Operations team as a Customer Support Associate focused on managing escalations. You will handle the most challenging customer cases, deeply investigate concerns, liaise across departments, and ensure every issue is resolved fairly and promptly. Your work will enhance trust, improve service quality, and support the growth of a leading on-demand logistics company.

Key Responsibilities

• Investigate and resolve intricate customer problems such as claims, refunds, complaints, and escalations.
• Analyze underlying causes to spot long-term operational improvement opportunities.
• Deliver resolutions that balance customer satisfaction with company policies and objectives.
• Handle sensitive customer communications empathetically and professionally.
• Respond promptly and courteously through various channels including email and chat.
• Ensure customers are kept well-informed throughout the resolution process to foster trust.
• Transform difficult interactions into positive experiences that build brand loyalty.
• Collaborate closely with Operations, Logistics, Finance, and other teams to swiftly resolve issues.
• Escalate complex matters appropriately and monitor follow-up actions.
• Build and maintain strong interdepartmental relationships to enhance service delivery.
• Identify repetitive customer pain points and communicate actionable insights to relevant teams.
• Recommend process enhancements that reduce future escalations and boost satisfaction.
• Track customer trends to contribute to ongoing service improvements.
• Meet individual and team targets related to quality, productivity, satisfaction, and response times.
• Keep detailed case records and adhere to internal protocols.
• Provide support to the broader Customer Operations team as needed.

Candidate Requirements

• Possess a Bachelor's degree or an equivalent qualification.
• Prior experience in Customer Support, Customer Operations, Customer Success, or handling escalations in fast-moving environments.
• Excellent verbal and written English communication capabilities.
• Skillful in managing challenging customer conversations with professionalism and empathy.
• Strong analytical thinking and problem-solving skills.
• Meticulous attention to detail with dedication to quality.
• Ability to juggle multiple priorities while sustaining high service standards.
• Adaptability to work in dynamic, fast-paced settings.
• Comfortable adopting new technologies and tools quickly.
• Willingness to work rotational shifts at the Bengaluru office.

Preferred Qualifications

• Experience in sectors like e-commerce, logistics, consumer services, or hospitality.
• Familiarity with claims management, complaint handling, or escalation processes.
• Experience dealing with international customers.
• Knowledge of CRM software and customer support platforms.
• Proficiency in data handling tools such as Google Sheets or Microsoft Excel.

Working Schedule

• Office-based role located in Bengaluru.
• Shift hours total 9 per day (8 working hours plus breaks).
• Five-day workweek with two rotational weekly days off.
• Rotational shift patterns supporting global markets.

Benefits and Growth Opportunities

• Be part of one of the fastest-growing global technology-enabled logistics companies.
• Collaborate with diverse international teams and customers.
• Contribute significantly by enhancing customer experience daily.
• Work in a culture that promotes ownership and values your contributions.
• Competitive pay including shift allowances.
• Comprehensive health insurance coverage.
• Strong prospects for career advancement and professional development.