Customer Support (Email & Chat)

Laundryheap; Hinoba-an; On-site; PHP 198,000 - 277,000; Full time

Benefits offered by this job

Shift allowance

Comprehensive health insurance

Job summary

Laundryheap, a UK-based tech startup, is seeking an energetic Customer Support Associate for our overseas office in Bengaluru. The role requires night shifts, a 9-hour day with 5 days a week, and office-based work across multiple time zones to support global customers.

You will handle inquiries via email and live chat, maintain timely communications, and escalate where needed, while upholding a high standard of tone.

Qualifications

• 2–5 years of experience in customer service and escalation management.
• Excellent written and spoken English.
• Experience with email and live chat support.

Responsibilities

• Respond accurately and promptly across email and live chat.
• Maintain contact for escalated conversations with customers.
• Ensure professional tone and language in all communications.
• Act as an ambassador to promote Laundryheap offerings.
• Collaborate with stakeholders to resolve complaints efficiently.
• Create invoices via the online ordering system and meet KPIs.

Skills

Customer service

Escalation management

English proficiency

Intercom experience

Google Sheets

Multitasking

Tools

Intercom

Google Sheets

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 decisions.
• Empathetic 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.