# Customer Support (Escalations)

**Company:** [Laundryheap](http://jobs.workable.com/companies/gsQa4zJU9QYR15cDj9R9ew.md)
**Location:** Bengaluru, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** Customer Operations

[Apply for this job](http://jobs.workable.com/view/692fc510-9533-458a-9a06-25599f3efd63)

## Description

Do you enjoy solving complex problems, making confident decisions, and delivering exceptional customer experiences? Are you someone who remains calm under pressure and enjoys finding solutions that make a real difference?

At Laundryheap, we're looking for a **Customer Support Associate** to join our global Customer Operations team. In this role, you'll handle our most complex customer cases, investigate issues, collaborate with multiple teams, and ensure every customer receives a fair and timely resolution.

Every interaction is an opportunity to strengthen customer trust, improve our service, and contribute to the continued growth of one of the world's fastest-growing on-demand logistics companies.

### About Laundryheap

Laundryheap is one of the world's fastest-growing technology-enabled laundry and dry-cleaning companies, operating across **14+ international markets** throughout Europe, Asia, and North America.

We collect, clean, and deliver laundry within **24 hours**, combining technology, logistics, and exceptional customer service to create a seamless customer experience.

As we continue to expand globally, we're looking for ambitious individuals who enjoy solving problems, taking ownership, and delivering outstanding service.

### What You'll Do

### Customer Escalation Management

-   Investigate and resolve complex customer issues, including claims, refunds, complaints, and service escalations.
-   Analyse root causes to identify opportunities for long-term operational improvements.
-   Deliver fair, customer-focused resolutions while balancing business objectives and company policies.
-   Manage sensitive customer conversations with empathy, professionalism, and confidence.

### Customer Experience Excellence

-   Provide timely and professional responses through email, chat, and other customer communication channels.
-   Build trust by ensuring customers remain informed throughout the resolution process.
-   Turn challenging customer situations into positive experiences that strengthen brand loyalty.

### Cross-Functional Collaboration

-   Work closely with Operations, Logistics, Finance, and other internal teams to resolve customer issues efficiently.
-   Escalate complex operational issues when necessary and ensure timely follow-up.
-   Maintain strong working relationships across departments to improve service delivery.

### Continuous Improvement

-   Identify recurring customer pain points and share actionable insights with internal teams.
-   Recommend process improvements that reduce future escalations and improve customer satisfaction.
-   Monitor customer trends and contribute to ongoing service improvement initiatives.

### Performance & Quality

-   Achieve individual and team KPIs related to quality, productivity, customer satisfaction, and response times.
-   Maintain accurate case documentation and ensure compliance with internal processes.
-   Support the wider Customer Operations team whenever required.

### What We're Looking For

-   Bachelor's degree or equivalent qualification.
-   Experience in Customer Support, Customer Operations, Customer Success, or Escalations within fast-paced environments.
-   Excellent spoken and written English communication skills.
-   Ability to confidently handle difficult customer conversations with professionalism and empathy.
-   Strong analytical and problem-solving abilities.
-   Exceptional attention to detail with a commitment to quality.
-   Ability to prioritise multiple tasks while maintaining high service standards.
-   Comfortable working in a fast-paced, dynamic environment.
-   Tech-savvy with the ability to quickly learn new systems and tools.
-   Willingness to work rotational shifts from our Bengaluru office.

### Preferred Experience

-   Experience in e-commerce, logistics, consumer services, hospitality, or other customer-centric industries.
-   Exposure to claims management, complaint handling, or customer escalations.
-   Experience working with international customers.
-   Familiarity with CRM platforms and customer support tools.
-   Experience using Google Sheets or Microsoft Excel.

### Work Schedule

-   Office-based role in Bengaluru
-   9-hour shift (8 working hours + break)
-   5-day work week
-   Two rotational week-offs
-   Rotational shifts supporting international markets

### Why Join Laundryheap?

-   Join one of the fastest-growing global technology and logistics companies.
-   Work with international teams supporting customers across multiple countries.
-   Make a meaningful impact by improving customer experiences every day.
-   Collaborate in a supportive, ownership-driven environment where your ideas matter.
-   Competitive salary with shift allowance.
-   Comprehensive health insurance.
-   Excellent opportunities for career growth and professional development.

### Ready to Make Every Customer Experience Count?

If you're passionate about solving problems, delivering exceptional customer service, and working in a fast-paced global environment, we'd love to hear from you.

**Apply today and become part of Laundryheap's global Customer Operations team.**