Associate - Driver Operations (Voice Process)

Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14 global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business.

You’ll Make a Difference By:

Reporting to the Assistant Regional Manager, the Associate - Driver Operations plays a critical role in maintaining operational excellence. You will ensure smooth driver onboarding via calls and video interactions, while simultaneously managing live logistics—monitoring driver activity, planning routes, and resolving real-time issues.

Key Responsibilities

1. Planning Operations & Route Management

• Monitor real-time delivery operations to ensure smooth route execution and timely order completion.
• Provide live support to drivers during their shifts via chat, calls, or internal platforms.
• Optimise route plans to ensure maximum efficiency.
• Identify and resolve on-route issues proactively, including delays, misrouted items, or driver emergencies.
  

2. Driver Support & Performance

• Handle inbound queries from drivers related to payments, feedback, scheduling, and general support.
• Record driver interactions, escalate unresolved issues, and follow up for resolution.
• Ensure sufficient driver coverage to meet live demand across time zones.
• Operations & Project Support
• Contribute to team goals by initiating or supporting projects aimed at improving operational workflows.
• Maintain internal documentation and knowledge bases.
• Track KPIs and flag performance bottlenecks, ensuring SLA adherence.
• Collaborate with internal teams across the UK, US, and Singapore for smooth cross-regional operations.

Required Skills & Experience

• Bachelor’s degree or equivalent.
• 3–5 years of experience in operations, support, or logistics (preferably with international exposure).
• Proven experience in driver or agent onboarding (calls/video) and live operational environments.
• Excellent communication skills (verbal and written).
• Ability to manage high-pressure, fast-paced live environments with composure.
• Experience in night shifts/rotational shifts.
• Hands-on with email and chat support tools.
• Good proficiency in Google Sheets/MS Excel.
• Stakeholder management.
• Empathetic, proactive, and solution-oriented mindset.

Preferred Skills

• Prior experience in international support chat and voice (US/EU region preferred)
• Experience in startups, logistics, or last-mile delivery operations.
• Familiarity with live route planning tools and CRM systems.
• An analytical mindset and comfort with operational data.
• Demonstrated ability to work independently and also well within a team.

Work Schedule

• 9-hour shifts (8 working hours + 1-hour break),
• 5 days a week (2 rotational week-offs)

Why Join Us?

• Be part of a high-growth, international startup that values innovation and ownership.
• Opportunity to work with global teams and make a real impact in day-to-day logistics.
• Flat team structure with high visibility and quick growth potential.
  

Note: Immediate joiners in Bengaluru are highly preferred. Designation may vary based on experience.

Ready to revolutionise last-mile logistics with us? Apply now and become part of the Laundryheap journey.