Customer Support Executive

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

Benefits offered by this job

Competitive salary with shift allowl

Comprehensive health insurance

Learning & development opportunities

Job summary

Laundryheap is seeking a Customer Support Representative in Bengaluru to deliver outstanding service via email and live chat to customers across international markets. You’ll resolve inquiries, manage cases end-to-end, and work with cross-functional teams to ensure a positive customer experience.

Ideal candidates have 1–5 years in customer support, excellent English, strong problem-solving skills, and comfort with CRM tools like Intercom, Zendesk or Freshdesk.

Qualifications

• Bachelor's degree or equivalent qualification.
• 1–5 years in Customer Support or similar role.
• Experience supporting via email and live chat.
• Excellent written and spoken English.
• Strong problem-solving, analytical, and decision-making abilities.
• Strong organizational skills and attention to detail.
• Thrive in a fast-paced, high-volume environment.
• Proficiency with Google Sheets or Excel.
• Experience with Intercom, Zendesk, Freshdesk, or similar CRM.
• Customer-first mindset; calm under pressure.
• Willingness to work rotational shifts including nights and weekends.

Responsibilities

• Deliver prompt, professional, and accurate support to customers via email and live chat.
• Resolve customer inquiries, service requests, and complaints while ensuring a positive customer experience.
• Take ownership of customer conversations from first contact through to resolution.
• Represent the Laundryheap brand with professionalism, empathy, and confidence in every interaction.
• Investigate customer concerns and work with internal teams to provide timely solutions.
• Escalate complex cases through the appropriate channels while keeping customers informed.
• Follow up on outstanding cases until fully resolved.
• Handle sensitive customer situations with sound judgment and a customer-first approach.
• Create customer invoices and process service requests using internal systems.
• Coordinate with Operations, Account Managers, and other stakeholders to resolve issues efficiently.
• Maintain accurate customer records and case documentation.
• Identify recurring issues and share insights to improve CX and processes.

Skills

Customer service orientation

Problem-solving

Communication

Organisational skills

Ability to work in fast-paced env

Education

Bachelor's degree or equivalent qualification

Tools

Intercom

Zendesk

Freshdesk

Google Sheets

Microsoft Excel

Job description

Do you enjoy helping people, solving problems, and delivering exceptional customer experiences? Are you someone who thrives in a fast-paced environment where every conversation is an opportunity to make a difference?

Laundryheap is looking for a Customer Support Representative to join our growing Global Customer Operations team in Bengaluru. In this role, you'll support customers across multiple international markets through email and live chat, ensuring every interaction is handled with professionalism, empathy, and efficiency.

If you're looking to build an international career in customer operations while working with one of the UK's fastest-growing technology companies, we'd love to hear from you.

About Laundryheap

Founded in 2014, Laundryheap is one of the UK's fastest-growing technology-enabled logistics companies, transforming the laundry and dry-cleaning industry through innovation and exceptional customer service.

Today, we operate across 14+ international markets, including the UK, the US, Europe, Asia, and the Middle East, delivering laundry and dry-cleaning services within 24 hours. As we continue to expand globally, we're looking for ambitious individuals who are passionate about delivering outstanding customer experiences.

What You'll Do

Customer Support

• Deliver prompt, professional, and accurate support to customers via email and live chat.
• Resolve customer enquiries, service requests, and complaints while ensuring a positive customer experience.
• Take ownership of customer conversations from first contact through to resolution.
• Represent the Laundryheap brand with professionalism, empathy, and confidence in every interaction.

Customer Issue Resolution

• Investigate customer concerns and work closely with internal teams to provide timely solutions.
• Escalate complex cases through the appropriate channels while ensuring customers remain informed.
• Follow up proactively on outstanding cases until they are fully resolved.
• Handle sensitive customer situations with sound judgment and a customer-first approach.

Operational Coordination

• Create customer invoices and process service requests using internal systems.
• Coordinate with Operations, Account Managers, and other stakeholders to resolve customer issues efficiently.
• Maintain accurate customer records and case documentation.
• Identify recurring issues and share insights that help improve customer experience and operational processes.

Performance & Quality

• Meet individual and team KPIs relating to response times, quality, productivity, and customer satisfaction.
• Maintain high standards of written communication across every customer interaction.
• Manage multiple customer conversations simultaneously while maintaining accuracy and attention to detail.
• Contribute ideas that improve team performance and enhance the overall customer journey.

What We're Looking For

• Bachelor's degree or equivalent qualification.
• 1–5 years of experience in Customer Support, Customer Service, Customer Operations, or a similar customer-facing role.
• Experience supporting customers through email and live chat.
• Excellent written and spoken English communication skills.
• Strong problem-solving, analytical, and decision-making abilities.
• Excellent organisational skills with strong attention to detail.
• Ability to thrive in a fast-paced, high-volume environment.
• Good working knowledge of Google Sheets or Microsoft Excel.
• Experience using customer support platforms such as Intercom, Zendesk, Freshdesk, or similar CRM tools.
• A customer-first mindset with the ability to remain calm and professional under pressure.
• Flexibility to work rotational shifts, including nights and weekends.

Preferred Experience

• Experience working in a technology startup or other high-growth environment.
• Previous experience supporting international customers.
• Ability to identify opportunities for process improvement and operational efficiency.
• Strong multitasking and prioritisation skills.
• Comfortable working independently while collaborating with cross-functional teams.
• Passion for delivering exceptional customer experiences.

Work Schedule

• Office-based role in Bengaluru
• 9-hour shift (8 working hours + 1-hour break)
• 5-day work week
• Rotational shifts, including nights and weekends
• Two rotational week-offs

Why Join Laundryheap?

• Join one of the UK's fastest-growing technology and logistics companies.
• Support customers across multiple international markets and gain global exposure.
• Work in a collaborative, fast-paced environment where your ideas and contributions are valued.
• Develop your career within an ambitious, high-growth international business.
• Competitive salary with shift allowance.
• Comprehensive health insurance coverage.
• Excellent opportunities for learning, development, and career progression.

Ready to Build a Global Customer Support Career?

If you're passionate about delivering exceptional customer experiences, solving problems, and working with a fast-growing international company, we'd love to hear from you.