Customer Operations (Email & chat)

Overview

Customer Operations role within the Linen Operations team, acting as the first point of contact for B2B linen rental customers on live chat and email, managing their orders end to end, and resolving issues. Reports to the Associate Lead.

What you'll do

• 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 efficiently, referring issues using the correct escalation procedures.
• Act as an ambassador for Laundryheap Linen, promoting Laundryheap positively at any given opportunity.
• Receive, review, and process customer orders accurately, verifying quantities, addresses, timeslots, and account-specific requirements.
• Handle amendments, cancellations, and last-minute requests, balancing client needs against operational delivery.
• 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.
• Work closely with account managers to ensure customer needs are exceeded and feedback is communicated to all stakeholders.
• Work alongside the Driver Operations team on live issues affecting client orders, sharing what you are seeing from the client side.
• Escalate anything you cannot resolve within your shift to the senior member or Associate Lead, with the context needed to act on it.
• Raise recurring problems and client feedback so they can be addressed at process level.
• Contribute the client perspective to shift handovers and daily operations discussions.
• Track KPIs and flag performance bottlenecks, ensuring SLA adherence.
• Follow the Customer Operations SOPs and escalation rules, and flag where they do not fit what is happening on the ground.
• Maintain internal documentation and knowledge bases.
• Contribute to team goals by 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 while maintaining excellent customer satisfaction.

What you'll need

• Bachelor's degree or equivalent.
• 1 to 3 years of relevant experience, including at least 1 year in customer service over chat or email.
• High proficiency in English, both spoken and written.
• Prior contact with Intercom or any other relevant customer support software.
• Proficient in Google Sheets / MS Excel.
• Strong analytical and organisational skills.
• Able to investigate an issue through to resolution, with the judgement to know when to escalate.
• Ability to manage high-pressure, fast-paced live environments with composure.
• Strong multitasking skills in a high-energy environment.
• Experience in night shifts or rotational shifts.
• Customer-oriented, empathetic, proactive, and solution-oriented.
• Flexible and supportive of the team.

Nice to have

• 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.
• 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.

Details

• Location: Bengaluru, Karnataka, India (overseas office).
• Shift patterns, mostly nights; shifts are anchored to UK time.
• 9-hour shift (8 working hours plus 1-hour break), 5 days a week, including nights and weekends, with 2 rotational week-offs based on rota.
• Office-based role.