Customer Support Associate (Email & Chat)

Laundryheap is an award-winning and industry-leading startup that is revolutionising laundry and dry cleaning. We collect, clean, and return customers' items in as little as 24 hours, often making us the fastest in our industry. 

Headquartered in the UK, our service is available in 14 international markets, and we’re currently in the process of expanding further across Europe, Asia, and North America.

We are now looking for an energetic and detail-oriented individual to work for us in our overseas office (Bengaluru, India). As we are an international brand operating across different time zones, we require the potential candidate to be flexible in working in shift patterns.

Your responsibilities include, but are not limited to:

• Act as a primary operations contact for key partnerships.
• Manage end-to-end order operations in line with partner agreements and process guidelines.
• Proactively share updates with external stakeholders, addressing changes and resolving issues promptly.
• Collaborate with internal teams (i.e, logistics, payments, tech) to ensure smooth and timely execution of partner commitments, discover opportunities to improve processes and deliver a superior partner experience.
• An accurate and timely response through all communication channels, including email, live chat and partner platforms. 
• Resolve partner or customer complaints effectively and escalate issues where necessary.
• Drive and achieve KPIs related to client satisfaction, partner performance, and operational excellence.
• Ensure high standards of tone and language in all written and verbal communications to customers and internal stakeholders.

Minimum Skills Required:

• Excellent communication skills in English (written and verbal).
• Proven experience in a client-facing role such as partnerships, account management, or customer success.
• Strong organisational and analytical skills with attention to detail.
• Familiarity with customer service tools (e.g., Intercom, Zendesk, or similar).
• Ability to balance multiple client accounts/projects in a fast-paced environment.
• Relationship-driven, empathetic, and able to build trust with diverse stakeholders.
• Strong problem-solving abilities with a proactive “can-do” attitude.
• Comfortable working cross-functionally to deliver client outcomes.

Desired Skills & Experience:

• 2–5 years’ experience in client operations or customer success roles.
• Background in high-growth companies, tech start-ups, or service-oriented industries.
• Proven success in managing B2B or B2C client relationships.
• Experience in improving processes to enhance partner and customer satisfaction.
• An analytical mindset with the ability to turn data into insights.
• Flexible, adaptable, and able to thrive in dynamic, evolving environments.
• Highly motivated, empathetic, and eager to contribute to both client and company growth.

Work Schedule and Patterns:

• 9-hour shift (8 working hours)
• 5 days a week (2 week-offs based on rota)
• Rotational Shifts - including night
• Office-based role

We love to work with ambitious, proactive people who have a can-do attitude and are confident decision-makers. So, if this sounds like you, take this opportunity and apply to join the International Laundryheap Team today!