CustomerSupport-Escalations(Email&Chat)

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