Senior Associate - Customer Operations

Overview

Senior Associate - Customer Operations within the Laundryheap Linen team, owning the Customer Operations function (B2B linen rental and commercial cleaning for short-stay hosts and property managers) across both shifts.

What you'll do

• 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: define what is 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 covering volumes, SLA breaches, complaint themes, root causes and actions taken.
• Hand over cleanly to the incoming shift, with open issues, risks and context documented.
• Create, document and own the SOPs for Customer Operations, including 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.
• Identify tooling and automation opportunities, build the case, and see the change through to adoption.
• Act as the Customer Operations voice with Driver Operations, warehouse, fleet, inventory and accounts, and represent the client perspective in the daily operations call.
• Work with the Driver Operations senior member to resolve conflicts between client commitments and operational capacity, using agreed thresholds.
• Partner with account managers on client feedback, service reviews and account-specific requirements.
• 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.
• Respond accurately and promptly across all channels, including live chat, to first response and resolution targets.
• Own escalated conversations end to end, maintaining contact with the customer until the issue is genuinely closed.
• Liaise with warehouse, fleet, inventory and accounts to resolve customer complaints using the correct escalation procedures.
• 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.
• Facilitate onboarding for new clients by addressing live queries and monitoring their initial orders.
• Track KPIs and flag performance bottlenecks, ensuring SLA adherence.
• Maintain internal documentation and knowledge bases.
• Collaborate with internal teams across the UK for smooth operations.
• Plan, prioritise and maintain a busy workload while keeping customer satisfaction high.

What you'll need

• Bachelor's degree or equivalent.
• 2 to 5 years of relevant experience, including 2+ years in customer service and escalation management (chat/email).
• High proficiency in English, 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.

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.
• 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.

Details

• Office-based role in Bengaluru, India (overseas office).
• 9-hour shift (8 working hours + 1-hour break), 5 days a week, including nights and weekends, with 2 rotational week-offs based on rota.
• Shifts are anchored to UK time; flexibility to work mostly night shift patterns is required.
• Shift allowance and comprehensive health insurance coverage.