Laundryheap
Logistics
Associate-DriverOperations
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Associate - Driver Operations at Laundryheap. Skills: Driver operations, Logistics management, Customer support. Ensure smooth driver onboarding via calls and video. Manage live logistics”
What You'll Achieve.
Ensure smooth route execution; Ensure timely order completion; Ensure maximum efficiency; Ensure sufficient driver coverage; Meet live demand across time zones; Ensure SLA adherence
Industry & Context.
Resolve real-time issues; Identify and resolve on-route issues; Escalate unresolved issues; Follow up for resolution
Night shifts, Rotational shifts
What They're Looking For.
Must Have
2+ years of experience in operations, customer/technical support, or logistics, Excellent communication skills (verbal and written), Ability to manage high-pressure, fast-paced live environments, Experience in night shifts/rotational shifts, Hands-on with email and chat support tools, Good proficiency in Google Sheets/MS Excel, Stakeholder management
Nice to Have
Prior experience in international support chat, Experience in startups, logistics, operations, customer support with international exposure, Familiarity with live route planning tools and CRM systems, An analytical mindset and comfort with operational data, Demonstrated ability to work independently and also well within a team
What You'll Do.
Ensure smooth driver onboarding via calls and video
Manage live logistics
Monitor driver activity
Resolve real-time issues
Monitor real-time delivery operations
Ensure smooth route execution
Ensure timely order completion
Provide live support to drivers
Ensure maximum efficiency
Identify and resolve on-route issues proactively
Handle inbound queries from drivers
Record driver interactions
Escalate unresolved issues
Follow up for resolution
Ensure sufficient driver coverage
Meet live demand across time zones
Contribute to team goals
Initiate or support projects
Improve operational workflows
Maintain internal documentation
Maintain knowledge bases
Flag performance bottlenecks
Handle and resolve customer issues
Escalate internally to the relevant team
Receive customer orders
Review customer orders
Process customer orders accurately
Coordinate with internal teams
How You'll Work.
Team & Collaboration
Collaborate with internal teams
Communication Scope
Verbal communication; Written communication
Full Job Description
Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business. **You’ll Make a Difference By:** Reporting to the Associate Lead, the **Associate - Driver Operations** plays a critical role in maintaining operational excellence. You will ensure smooth driver onboarding via calls and video interactions, while simultaneously managing live logistics—monitoring driver activity, planning routes, and resolving real-time issues. **Key Responsibilities** **Planning Operations & Route Management** * Monitor real-time delivery operations to ensure smooth route execution and timely order completion. * Provide live support to drivers during their shifts via chat, calls, or internal platforms. * Optimise route plans to ensure maximum efficiency. * Identify and resolve on-route issues proactively, including delays, misrouted items, or driver emergencies, to ensure seamless operations. **Driver Support & Performance** * Handle inbound queries from drivers related to payments, feedback, scheduling, and general support. * Record driver interactions, escalate unresolved issues, and follow up for resolution. * Ensure sufficient driver coverage to meet live demand across time zones. * Operations & Project Support. * Contribute to team goals by initiating or supporting projects aimed at improving operational workflows. * Maintain internal documentation and knowledge bases. * Track KPIs and flag performance bottlenecks, ensuring SLA adherence. * Collaborate with internal teams across the UK for smooth operations. **Customer Chat Support (B2B only)** * Handle and resolve customer issues being raised from B2B accounts on chat platforms * Escalate internally to the relevant team (inventory, accounts) of tickets that require atte
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