Customer Support Associate - Escalation Specialist Job in Laundryheap Limited

Position: Customer Support Associate - Escalation Specialist

Location: Bengaluru
Department: Customer Operations
Job Type: Full-Time

About Laundryheap:

Laundryheap is an award-winning, industry-leading startup revolutionizing the laundry and dry cleaning service. We offer fast and reliable service, collecting, cleaning, and delivering items within 24 hours, making us one of the quickest services in the industry. With our headquarters in the UK and operations in 14 international markets, we are rapidly expanding across Europe, Asia, and North America.
As we continue to grow, we are looking for an Escalation Specialist to join our dynamic Customer Operations team in Bengaluru. This is an exciting opportunity to make a real impact by turning challenging customer experiences into positive resolutions.

The Role:

As part of our Escalations team, you will be the voice that handles escalated or complex customer queries. Your ability to manage customer issues, such as claims and refunds, will play a key role in maintaining customer satisfaction and loyalty. You will work across multiple time zones to support our global customer base.
This role requires someone who is energetic, detail-oriented, and adaptable to work in rotating shifts. If you thrive in a fast-paced, customer-centric environment and are ready to take ownership of challenging customer situations, this is the role for you.

Key Responsibilities:

• Investigate & Resolve Complex Queries: Manage escalated customer issues (e.g., claims, refunds), thoroughly investigating and getting to the root cause to reduce future problems.
• Propose Fair, Customer-Centric Solutions: Utilize creativity and problem-solving skills to offer fair and customer-focused solutions, all while adhering to company policies and processes.
• Analyze Customer Trends: Share insights and highlight recurring issues or trends to improve overall customer journeys and internal processes.
• Collaborate Across Teams: Build strong relationships with colleagues across the Operations and wider business teams to ensure consistent service delivery.
• Deliver Timely Outcomes: Ensure fair and timely outcomes for customers while maintaining Laundryheap s brand reputation.
• Meet KPIs: Consistently meet and exceed key performance indicators (KPIs) that drive business results and improve customer experience.

What We re Looking For:

• Excellent English Communication Skills: Strong written and spoken communication skills with an ability to interact clearly and professionally with customers.
• Customer Service Experience: Prior experience in customer service or operations, ideally within e-commerce, consumer services, or fast-paced industries.
• Confident & Clear Communicator: Ability to handle challenging conversations with customers and write professional, clear, and empathetic responses.
• Strong Attention to Detail: Ability to focus on quality and speed, ensuring customer queries are resolved effectively.
• Problem Solver: A proactive approach to solving problems and finding innovative solutions, with a focus on improving processes for the future.
• Tech-Savvy: Comfortable using various tools and adapting quickly to new systems and processes.
• Adaptability: Ability to thrive in a dynamic, fast-paced environment and handle multiple tasks simultaneously.
• Prioritization Skills: Ability to prioritize tasks effectively and manage customer expectations.
• (Bonus) French Language Skills: Additional proficiency in French would be a plus.
• Location: Willingness to commute to our Bengaluru office (WeWork location).

Why Join Us?

• Global Exposure: Work with a rapidly growing global brand and gain exposure to international markets and complex customer operations.
• Collaborative Environment: Join a dynamic team where your ideas are valued, and you can actively contribute to how we improve and deliver customer support worldwide.
• Career Growth: Be part of a fast-growing company where opportunities for learning and professional development are abundant.
• Make an Impact: Directly contribute to shaping how we support and delight our customers across the world.