Customer Support - Escalations (Email&Chat)

Laundryheap; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Benefits offered by this job

Shift allowance

Comprehensive health insurance

Job summary

Laundryheap is seeking an energetic, detail-oriented Escalations specialist to join our Bengaluru office. As part of our international team, you'll resolve escalated customer queries, refunds, and claims, helping us maintain trust across our growing on-demand service.

You will work in a fast-paced environment with 9-hour shifts over 5 days, collaborating with Operations and other teams to improve customer journeys and protect our brand reputation.

Qualifications

• Excellent English communication (spoken & written).
• Customer service/operations background, ideally in e-commerce 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.
• Willingness to commute to our Bangalore office.

Responsibilities

• 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

Skills

English skills

Customer service

Communication

Attention to detail

Problem solving

Tech savvy

Fast-paced

Prioritization

Commute Bangalore

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
• Willingness to commute to our Bangalore office

Work Schedule

• 9-hour shift (8 working hours)
• 5 days a week (2 rotational 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'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.