Customer Support (Escalations)

Laundryheap; India; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Shift allowance

Health insurance

Career development

Job summary

Laundryheap is seeking a Customer Support Associate in Bengaluru to handle complex customer cases, investigate issues, and collaborate with multiple teams to ensure fair, timely resolutions. You will manage escalations with empathy, maintain high service standards, and contribute to continuous process improvements.

The role requires strong English communication, analytical skills, and the ability to work in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent qualification.
• Experience in Customer Support, Customer Operations, Customer Success, or Escalations in 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 the Bengaluru office.

Responsibilities

• 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.
• Provide timely and professional responses through email, chat, and other channels.
• Build trust by keeping customers informed throughout the resolution process.
• Collaborate with Operations, Logistics, Finance, and other internal teams to resolve issues efficiently.
• Escalate complex operational issues when necessary and ensure timely follow-up.
• Identify recurring pain points and share actionable insights for process improvements.
• Monitor customer trends and contribute to service improvement initiatives.

Skills

Customer support

English proficiency

Analytical thinking

Problem solving

Attention to detail

Time management

Tech-savvy

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

CRM platforms

Google Sheets

Microsoft Excel

Job 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.