Customer & Logistics Operations Associate

Founded in 2014, Laundryheap is an award-winning UK tech startup transforming the laundry and dry cleaning industry. Our teams pick up, clean, and deliver laundry and dry cleaning within 24 hours, making us one of the fastest services in the business. We operate across 17+ markets, including the UK, the US, and the UAE, and we are expanding rapidly across Europe, Asia, and North America. 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 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, the Operations Associate owns the day-to-day relationship with our B2B clients and keeps the operation behind it running. You will be the first point of contact for 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. Alongside that, you will support live logistics: monitoring driver activity, keeping routes on track, and stepping in when something goes wrong on the road. The two sides of the role feed each other - the better you understand what is happening on the ground, the better the answer you can give the client.

Key Responsibilities

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.

Live Logistics & Route Support

• Monitor real-time delivery operations to ensure smooth route execution and timely order completion.
• Identify and resolve on-route issues proactively, including delays, misrouted items, or driver emergencies, ideally before the client feels them.
• Optimise route plans to ensure maximum efficiency, and adjust as the day changes.
• Keep clients informed when something changes, rather than waiting for them to ask. Driver Support
• Provide live support to drivers during their shifts via chat, calls, or internal platforms.
• Handle inbound queries from drivers related to payments, feedback, scheduling, and general support.
• Record driver interactions, escalate unresolved issues, and follow up for resolution.
• Help ensure sufficient driver coverage to meet live demand across time zones.

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

• 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).
• 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