Senior Associate - Customer Operations

Laundryheap is a UK-headquartered tech platform delivering on-demand laundry within 24 hours. Founded in 2014, we now serve 17+ global markets across the UK, US, UAE, and beyond. We are expanding rapidly across Europe, Asia, and North America—and we're hiring passionate talent to power our next phase of growth.

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 across different time zones, we require the potential candidate to be flexible to work in shift patterns (mostly nights).

You'll Make a Difference By:

Reporting to the Associate Lead, you will join our Linen Operations team; Laundryheap Linen is a B2B linen rental and commercial cleaning solution within Laundryheap, designed specifically for short-stay hosts and property managers. The Linen team runs daily operations through two dedicated functions: Driver Operations and Customer Operations, each split across a morning and a night shift. You will own the Customer Operations function — accountable for how it performs, the standards it runs to, and the processes behind it — while overseeing its shifts day to day as the first point of contact for our business customers: resolving issues on live chat, managing their orders end to end, and making sure the promise we made is the one we deliver.

You will support and work alongside the Driver Operations team, who monitor driver activity, keep routes on track, and step in when something goes wrong on the road. The two sides feed each other — the better you understand what is happening on the ground, the better the answer you can give the client.

Key Responsibilities

Ownership & Performance

• Own the Customer Operations function end to end — accountable for its performance, standards and processes across both shifts.
• Own the KPI and SLA metrics for Customer Operations top to bottom: define what gets measured, track it live, report on it, and answer for it.
• Oversee the running of both shifts — set priorities, make the call on escalations, and act as the senior point of reference for the team on duty.
• Monitor performance against targets in real time, spot gaps as they form, and intervene before the client feels them.
• Produce the end-of-shift report — volumes, SLA breaches, complaint themes, root causes, and actions taken.
• Hand over cleanly to the incoming shift, with open issues, risks and context documented so nothing is lost between shifts.

Process Ownership & Standards

• Create, document and own the SOPs for Customer Operations — response targets, SLA matrix, escalation thresholds and situation playbooks.
• Define the rules the shift runs by: client prioritisation, when a last-minute request can be accommodated, and when something must be escalated.
• Treat every recurring failure as a process problem — review it, change the process, and confirm the change worked.
• Build and maintain the knowledge base so the shift runs on documented practice rather than on any one person's memory.
• Identify tooling and automation opportunities, build the case, and see the change through to adoption.

Cross-Functional Collaboration

• Act as the Customer Operations voice with Driver Operations, warehouse, fleet, inventory and accounts.
• Represent the client perspective in the daily operations call, and escalate issues that need a fix beyond your shift.
• Work with the Driver Operations senior member to resolve conflicts between client commitments and operational capacity, using agreed thresholds rather than case-by-case debate.
• Partner with account managers on client feedback, service reviews and account-specific requirements.

Team Leadership & Development

• Lead improvement projects from problem definition through to a measured outcome.
• Be the person the team turns to when the answer is not in the SOP.
• Onboard and train new members joining your shift, and sign off their competency.
• Review client conversations for quality and coach the team on tone, accuracy and escalation judgement.
• Deputise for the Associate Lead where required.

Customer Communication & Resolution (B2B)

• Respond accurately and promptly across all communication channels, including live chat, to the first response and resolution targets set for the team.
• Own escalated conversations end-to-end, maintaining contact with the customer until the issue is genuinely closed.
• Ensure high standards of tone and language in all written and verbal communications to customers and internal stakeholders.
• Liaise with all stakeholders — warehouse, fleet, inventory, and accounts — to resolve customer complaints in the most efficient and effective manner, referring issues using the correct escalation procedures.
• Act as an ambassador for Laundryheap Linen, using knowledge of the organisation and our offerings to promote Laundryheap positively at any given opportunity.

Order & Account Management

• Receive, review, and process customer orders accurately, verifying quantities, addresses, timeslots, and any account-specific requirements.
• Handle amendments, cancellations, and last-minute requests, balancing what the client needs against what the operation can deliver.
• Create and manage cleaning service orders using internal tools, ensuring end-to-end fulfillment and proactive resolution of operational issues.
• Facilitate smooth onboarding for new clients by addressing live queries and closely monitoring their initial orders to ensure a seamless first-order experience.
• Work closely with account managers to ensure the customer's needs are exceeded and feedback is communicated to all stakeholders.

Operations & Continuous Improvement

• Track KPIs and flag performance bottlenecks, ensuring SLA adherence.
• Maintain internal documentation and knowledge bases.
• Contribute to team goals by initiating or supporting projects aimed at improving operational workflows.
• Collaborate with internal teams across the UK for smooth operations.
• Plan, prioritise, and maintain a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year.

What Success Looks Like

• Client responsiveness — first response and resolution times against the agreed SLA.
• Client satisfaction — satisfaction scores, complaint volume, and repeat complaints by theme.
• Resolution quality — issues closed at first contact, without repeated internal handoffs.
• Order accuracy — orders processed correctly first time, including amendments.
• Service delivery — on-time delivery for your accounts, with priority client delays kept to a minimum.
• Flexibility — last-minute client requests accommodated without disrupting the wider plan.

Minimum Skills Required

• Bachelor's degree or equivalent.
• Relevant years of experience should be between 2–5 years, including 2+ years in customer service and escalation management (chat/email).
• High proficiency in English (both spoken and written).
• Prior contact with Intercom or any other relevant customer support software.
• Some exposure to operations, logistics, or technical support, preferably with international exposure.
• Proficient in Google Sheets / MS Excel.
• Exceptional analytical and organisational skills.
• Experienced in the investigation of quick resolution and escalation.
• Ability to manage high-pressure, fast-paced live environments with composure.
• Strong multitasking skills in a high-energy environment.
• Experience in night shifts / rotational shifts.
• Stakeholder management.
• Customer-oriented, empathetic, proactive, and solution-oriented.
• Be flexible and supportive of the team.

Desired Skills & Experience

• Experience supporting UK, US or European clients, with a strong feel for the tone and expectations of Western business communication.
• Former experience in a tech start-up.
• Experience of working in a fast-paced, customer service environment.
• Familiarity with live route planning tools (such as Onfleet) and CRM systems.
• Analytical with an understanding of and passion for data-driven decisions, and comfort with operational data.
• Able to continually seek improved ways of working.
• Speed, flexibility, and agility; ability to work independently in a rapidly changing environment.
• Demonstrated ability to work independently and also well within a team.

Work Schedule and Patterns

• 9-hour shift (8 working hours + 1-hour break).
• 5 days a week, including nights and weekends (2 rotational week-offs based on rota).
• Shifts are anchored to UK time.
• 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.
• Flat team structure with high visibility and quick growth potential.
• 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. So, if this sounds like you, take this opportunity and apply to join the International Laundryheap Team today!