Senior Associate - Customer Operations
Laundryheap (company site, opens in a new tab)2–5 yrsBengaluruOn-siteDirect career pageEst. 6–10 LPA
Posted 12h ago
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Job description
Structured overview of role & requirements
About This Role
- Own end-to-end Customer Operations for Laundryheap Linen B2B service, overseeing day and night shifts, ensuring performance, standards, and process adherence.
- Manage key metrics (KPIs, SLAs), supervise daily operations including escalation handling, client communication, and order management, ensuring on-time service delivery and customer satisfaction.
- Lead process improvement, SOP development, cross-functional collaboration with Driver Operations and other teams, and coach/train team members; deputise for Associate Lead as needed.
Minimum Requirements
- Bachelor's degree or equivalent.
- 2–5 years work experience including 2+ years in customer service and escalation management via chat/email.
- Proficient in English (spoken and written), customer support tools (e.g., Intercom), and Google Sheets/MS Excel.
- Willingness to work on UK-timed night shifts, 5 days/week including weekends, office-based in Bengaluru, India.
Ideal Candidate Profile
- Experienced in fast-paced, international B2B customer service with strong escalation and operational issue resolution skills.
- Comfortable managing cross-shift teams and multiple stakeholders across functions in a data-driven, process-oriented environment.
- Familiarity with Western client communication styles and customer operations software (CRM, route planning) is a plus but not mandatory.