Customer Support (Email & Chat)

Laundryheap; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Shift allowance

Health insurance

Job summary

Laundryheap is seeking a Customer Support Associate for its Bengaluru overseas office. The role involves responding to customers via email and live chat, maintaining escalated conversations, and promoting the brand across time zones.

You will handle invoices, work under KPIs, manage a busy workload, and collaborate with account managers to exceed customer expectations. Night shifts are required in a fast-growing, global company.

Qualifications

• 2–5 years of experience in customer service and escalation management (Chat/Email).
• High proficiency in English (spoken and written).
• Experience with Intercom or similar software.
• Email/live chat customer support experience.
• Proficient in Google Sheets.

Responsibilities

• Responding accurately and timely through all communication channels, including email / live chat.
• Maintaining customer contact for all conversations escalated.
• Ensuring high standards of tone and language in all communications to customers and internal stakeholders.
• Acting as an ambassador for Laundryheap and promoting the brand.
• Liaising with stakeholders to resolve customer complaints using escalation procedures.
• Creating invoices through the online ordering system.
• Achieving KPIs to drive business results and customer experience.
• Planning and managing a busy workload while maintaining customer satisfaction.
• Working with account managers to exceed customer needs and relay feedback.

Skills

English Proficiency

Intercom

Email / Live Chat

Google Sheets

Analytical Skills

Multitasking

Customer-Oriented

Team Flexibility

2-5 Years Experience

Tools

Intercom

Job description

Founded in 2014, Laundryheap is one of the young, leading, and fastest-growing UK-based tech startups. Our dedicated teams pick up, clean, and deliver laundry and dry cleaning within 24 hours. We are currently operating in 14+ countries, including the UK, the US, and the UAE. Our aim is to grow further, and we want you to be part of it!

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 with different time zones, we require the potential candidate to be flexible to work in shift patterns (mostly nights).

You’ll make a difference:

The Customer Support Associate will be responsible for communicating with customers and ensuring that an appropriate response/solution is given to all issues, concerns, questions, and compliments to guarantee customer satisfaction and brand loyalty.

The roles & responsibilities can be broadly outlined as follows:

• Responding accurately and timely through all communication channels, including email / live chat
• Maintaining customer contact for all conversations escalated
• Ensuring high standards of tone and language in all written and verbal communications to customers and internal stakeholders
• Acting as an ambassador for Laundryheap, using knowledge of the organization / our offerings to promote Laundryheap positively at any given opportunity
• Liaising with all stakeholders to resolve customer complaints in the most efficient and effective manner, referring issues using the correct escalation procedures
• Creating invoices through the online ordering system
• Achieving relevant KPIs that allow us to drive business results and improve the overall customer experience
• Planning, prioritizing and maintaining a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year
• Working closely with account managers to ensure the customer's needs are exceeded and feedback is communicated to all stakeholders

Minimum Skills Required:

• Relevant years of experience should be between 2-5 years
• 2+ years of experience in customer service and escalation management (Chat/Email)
• High Proficiency in English (both spoken and written)
• Prior contact with Intercom or any other relevant software
• Email / live chat customer support experience
• Proficient in Google Sheets skills
• Exceptional analytical and organizational skills
• Experienced in the investigation of quick resolution and escalation
• To-do attitude and problem-solving state of mind
• Strong multitasking skills in a high-energy environment
• Customer-oriented
• Be flexible and supportive of the team

Desired Skills & Experience

• Former experience in a tech start-up
• Able to continually seek improved ways of working
• Experience of working in a fast-paced, customer service environment
• Analytical with an understanding/ passion for data-driven decisionsEmpathetic and passionate with a desire to develop
• Speed, flexibility, and agility
• Ability to work independently in a rapidly changing environment

Work Schedule and Patterns:

• 9-hour shift (8 working hours)
• 5 days a week, including nights and weekends (2 week-offs based on rota)
• 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
• 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.