Customer Support - Escalations (Email&Chat)

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

Benefits offered by this job

Shift allowance

Comprehensive health insurance

Job summary

Laundryheap in Bengaluru is seeking an energetic Escalations specialist to turn challenging customer situations into positive experiences. You’ll investigate complex queries, support claims or refunds, and help build trust across our fast-growing on-demand service.

This office-based, 9-hour shift role operates five days a week with two rotational week-offs. You’ll need excellent English, a proactive mindset, and comfort with new tools to deliver fair, timely outcomes while protecting our brand.

Qualifications

• Excellent English communication (spoken & written).
• Customer service/operations background, ideally in e-commerce or fast-paced environments.
• Confident communicator who handles difficult conversations and writes clear responses.
• Strong attention to detail with focus on quality and speed.
• Proactive problem-solver who shows initiative and forward-thinking.
• Tech-savvy and quick to adapt to new tools and processes.

Responsibilities

• Investigate, manage, and resolve escalated or complex customer queries (claims, refunds).
• Propose fair, customer-focused solutions while following processes and policies.
• Share insights and highlight 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 customer experience.

Skills

Excellent English communication

Customer service/operations

Strong communication

Attention to detail

Problem-solver

Tech-savvy

Adaptability

Prioritisation

Willing to commute

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