Customer Support- Escalations (Email&Chat) at LaundryheapScout

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

28 Aug, 26

Salary

0.0

Posted On

30 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

English Communication, Customer Service, Escalation Management, Problem Solving, Attention To Detail, Conflict Resolution, E-commerce Operations, Time Management, Professional Writing, Tech Savvy

Industry

Consumer Services

Description

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 a focus on quality and speed Problem-solver who shows initiative, proactivity, and forward-thinking Tech-savvy and quick to adapt to new tools and processes Comfortable working in a dynamic, fast-paced environment Able to prioritise tasks and manage customer expectations effectively Willingness to commute to our Bangalore office Work Schedule 9-hour shift (8 working hours) 5 days a week (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 Competitive salary package + Shift allowance Comprehensive health insurance coverage We’re looking for ambitious, proactive people with a can-do attitude who aren’t afraid to make confident decisions. If that sounds like you, don’t miss this opportunity: apply now and become part of the international Laundryheap team!

Responsibilities

Investigate and resolve complex customer escalations, including claims and refunds, to improve customer loyalty. Collaborate with operations teams to identify trends and propose process improvements to enhance the overall customer journey.