Customer Support Associate - Escalation handling

Laundryheap; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Growth opportunities

Collaborative environment

Exposure to international markets

Job summary

An emerging laundry service company is seeking a Customer Service Representative in Bangalore. This role involves investigating and resolving complex customer queries to enhance customer satisfaction. Ideal candidates should have a strong background in customer service, excellent English communication skills, and the ability to work in a fast-paced environment. Opportunities for professional growth and exposure to international operations are offered, alongside a dynamic work schedule including rotational shifts.

Qualifications

• Experience in a customer service or operations role, preferably in e-commerce.
• Ability to handle difficult conversations and provide professional responses.
• Comfortable with a dynamic and fast-paced work environment.

Responsibilities

• Investigate and resolve escalated customer queries.
• Propose fair, customer-focused solutions to complaints.
• Share insights to improve processes across teams.
• Maintain brand reputation while delivering timely outcomes.
• Meet KPIs that drive results and enhance customer experience.

Skills

Excellent English communication (spoken & written)

Customer service/operations background

Confident communicator

Strong attention to detail

Problem-solver

Tech-savvy

Ability to prioritize tasks

Job description

Laundryheap is an award-winning, industry-leading startup that’s transforming the way people do laundry and dry cleaning. We collect, clean, and deliver items back to customers in as little as 24 hours, making us one of the fastest services in the industry.

Headquartered in the UK, our service is live in 14 international markets and rapidly expanding across Europe, Asia, and North America.

We’re now seeking an energetic, detail-oriented individual to join our team in our Bengaluru office. As an international brand working across multiple time zones, we’re looking for someone flexible, adaptable, and excited to work in rotating shifts to support our global operations.

Make a real impact 🚀

At Laundryheap, every conversation matters. As part of our Escalations team, you’ll be the voice that turns challenging situations into positive customer experiences. You’ll play a key role in solving complex issues, supporting customers through claims or refunds, and helping us build trust and loyalty in one of the fastest-growing on-demand services.

What you’ll do

• Investigate, manage, and resolve escalated or complex customer queries (claims, refunds, etc.), getting to the root cause to reduce future issues
• Think creatively to propose fair, customer-focused solutions while following processes and policies
• Share insights and highlight customer trends to improve journeys and processes across teams
• Build productive relationships with colleagues across Operations and the wider business
• Deliver fair, timely outcomes for customers while maintaining brand reputation
• Meet and exceed KPIs that drive business results and improve customer experience

What we’re looking for

• Excellent English communication (spoken & written)
• Customer service/operations background, ideally in e-commerce, consumer services, or fast-paced industries
• Confident communicator who can handle difficult conversations and write clear, professional responses
• Strong attention to detail with a focus on quality and speed
• Problem-solver who shows initiative, proactivity, and forward-thinking
• Tech-savvy and quick to adapt to new tools and processes
• Comfortable working in a dynamic, fast-paced environment
• Able to prioritise tasks and manage customer expectations effectively
• French language skills would be a plus but not mandatory.
• Willingness to commute to our Bangalore office

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
• Contribute directly to shaping how we support and delight customers worldwide

Work Schedule

• 9-hour shift (8 working hours)
• Rotational shifts, including night shifts, weekends included

👉 Immediate joiners are highly preferred
(Designation may vary depending on our organisational structure)

We’re looking for ambitious, proactive people with a can‑do attitude who aren’t afraid to make confident decisions. If that sounds like you, don’t miss this opportunity: apply now and become part of the international Laundryheap team!