Chat Support - Customer Operations

Laundryheap is a UK-headquartered tech platform delivering on-demand laundry within 24 hours. Founded in 2014, we now serve 17+ global markets across the UK, US, UAE, and beyond. We are expanding rapidly across Europe, Asia, and North America—and we're hiring passionate talent to power our next phase of growth.

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

You'll Make a Difference By:

Reporting to the Associate Lead, you will join our Linen Operations team; Laundryheap Linen is a B2B linen rental and commercial cleaning solution within Laundryheap, designed specifically for short-stay hosts and property managers.

The Linen team runs daily operations through two dedicated functions: Driver Operations and Customer Operations, each split across a morning and a night shift. You will sit within Customer Operations as the first point of contact for our business customers — resolving issues on live chat, managing their orders end to end, and making sure the promise we made is the one we deliver. You will support and work alongside the Driver Operations team, who monitor driver activity, keep routes on track, and step in when something goes wrong on the road. The two sides feed each other — the better you understand what is happening on the ground, the better the answer you can give the client.

Key Responsibilities

Customer Communication & Resolution (B2B)

• Respond accurately and promptly across all communication channels, including live chat, to the first response and resolution targets set for the team.
• Own escalated conversations end-to-end, maintaining contact with the customer until the issue is genuinely closed.
• Ensure high standards of tone and language in all written and verbal communications to customers and internal stakeholders.
• Liaise with all stakeholders — warehouse, fleet, inventory, and accounts — to resolve customer complaints in the most efficient and effective manner, referring issues using the correct escalation procedures.
• Act as an ambassador for Laundryheap Linen, using knowledge of the organisation and our offerings to promote Laundryheap positively at any given opportunity.

Order & Account Management

• Receive, review, and process customer orders accurately, verifying quantities, addresses, timeslots, and any account-specific requirements.
• Handle amendments, cancellations, and last-minute requests, balancing what the client needs against what the operation can deliver.
• Create and manage cleaning service orders using internal tools, ensuring end-to-end fulfillment and proactive resolution of operational issues.
• Facilitate smooth onboarding for new clients by addressing live queries and closely monitoring their initial orders to ensure a seamless first-order experience.
• Work closely with account managers to ensure the customer's needs are exceeded and feedback is communicated to all stakeholders.

Collaboration & Escalation

• Work alongside the Driver Operations team on live issues affecting client orders, sharing what you are seeing from the client side.
• Escalate anything you cannot resolve within your shift to the senior member or Associate Lead, with the context needed to act on it.
• Raise recurring problems and client feedback so they can be addressed at process level.
• Contribute the client perspective to shift handovers and daily operations discussions.

Operations & Continuous Improvement

• Track KPIs and flag performance bottlenecks, ensuring SLA adherence.
• Follow the Customer Operations SOPs and escalation rules, and flag where they do not fit what is happening on the ground.
• Maintain internal documentation and knowledge bases.
• Contribute to team goals by supporting projects aimed at improving operational workflows.
• Collaborate with internal teams across the UK for smooth operations.
• Plan, prioritise, and maintain a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year.

What Success Looks Like

• Client responsiveness — first response and resolution times against the agreed SLA.
• Client satisfaction — satisfaction scores, complaint volume, and repeat complaints by theme.
• Resolution quality — issues closed at first contact, without repeated internal handoffs.
• Order accuracy — orders processed correctly first time, including amendments.
• Flexibility — last-minute client requests accommodated without disrupting the wider plan.

Minimum Skills Required

• Bachelor's degree or equivalent.
• 1–3 years of relevant experience, including at least 1 year in customer service over chat or email.
• High proficiency in English (both spoken and written).
• Prior contact with Intercom or any other relevant customer support software.
• Proficient in Google Sheets / MS Excel.
• Strong analytical and organisational skills.
• Able to investigate an issue through to resolution, and the judgement to know when to escalate.
• Ability to manage high-pressure, fast-paced live environments with composure.
• Strong multitasking skills in a high-energy environment.
• Experience in night shifts / rotational shifts.
• Customer-oriented, empathetic, proactive, and solution-oriented.
• Be flexible and supportive of the team.

Desired Skills & Experience

• Experience supporting UK, US or European clients, with a strong feel for the tone and expectations of Western business communication.
• Former experience in a tech start-up.
• Experience of working in a fast-paced, customer service environment.
• Analytical with an understanding of and passion for data-driven decisions, and comfort with operational data.
• Able to continually seek improved ways of working.
• Speed, flexibility, and agility; ability to work independently in a rapidly changing environment.
• Demonstrated ability to work independently and also well within a team.

Work Schedule and Patterns

• 9-hour shift (8 working hours + 1-hour break).
• 5 days a week, including nights and weekends (2 rotational week-offs based on rota).
• Shifts are anchored to UK time.
• Office-based role.

Why Join Us?

• Be part of a fast-growing global company with opportunities to learn and grow.
• Work in a collaborative environment where your ideas are heard and valued.
• Gain exposure to international markets and complex customer operations.
• Flat team structure with high visibility and quick growth potential.
• Competitive salary package + shift allowance.
• Comprehensive health insurance coverage.

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!