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Assistant Manager - Customer Operations

Bengaluru, Karnataka, India

266 Days ago

Job Description


Founded in 2014, Laundryheap is a leading global on-demand laundry and dry-cleaning service. Operating in 14 countriesincluding the UK, USA, and UAEwe provide fast, reliable, and high-quality cleaning solutions with 24-hour pickup and delivery. As we continue to expand, we're looking for passionate and driven individuals to be part of our growth story.

Make an Impact:

We're seeking a highly motivated and experienced Assistant Manager Customer Operations to lead and enhance our customer support teams serving global markets. This is a hands-on role that combines team leadership, process optimization, and customer-first thinking to ensure outstanding service delivery and customer satisfaction.

What You'll Do:

  • Lead, supervise, and mentor support teams to deliver consistently high-quality service.
  • Train and empower team supervisors/leads to manage teams effectively and drive results.
  • Monitor and analyze key metrics such as CSAT, AHT, FCR, and response times to identify opportunities for improvement.
  • Conduct regular performance reviews, provide coaching, and organize skill-enhancing training sessions.
  • Handle escalations and complex issues with speed and empathy.
  • Identify and close process gaps while promoting best practices across teams.
  • Generate reports on performance trends and customer insights to influence decision-making.
  • Ensure consistency in customer communication and alignment with service standards.
  • Collaborate with cross-functional teams to resolve recurring issues and improve customer journeys.

Requirements

What You Bring:

  • 68 years of customer support experience, with 34 years in a leadership role.
  • Strong team management skills and experience leading in high-paced environments.
  • Excellent communication and stakeholder management skills.
  • Data-driven mindset with a strong grip on metrics and KPIs.
  • Experience with tools like Intercom, Zendesk, Freshdesk, Salesforce, or similar platforms.
  • Strategic thinking and a customer-first approach.

Preferred Qualifications:

  • Bachelor's degree in Business, Communications, or related field.
  • Experience in e-commerce or tech support industries.
  • Familiarity with customer retention strategies and continuous improvement methods.

Work Schedule and Patterns:

  • 9-hour shift (8 working hours + 1 hour break)
  • 5 days a week
  • Shift timings: Flexible shift - Mostly UK timings.
  • Office-based role in Bengaluru

Why Join Us?

  • Work with a global, diverse team that's revolutionizing the laundry industry.
  • Opportunities for professional growth and leadership development.
  • A fast-paced, collaborative environment where your ideas and impact matter.

If you are passionate about customer experience and have a knack for operational excellence, we'd love to hear from you! Apply now and be part of our exciting journey at Laundryheap.

Key Skills Required

Customer SupportTeam ManagementCleaningCollaborative EnvironmentCommunicationCustomer ExperienceCustomer OperationsCustomer RetentionCustomer SatisfactionDevelopmentE-commerceEmpathyFRESHDESKInfluenceLeadershipLeadership DevelopmentManagementOptimizationPassionateProcess OptimizationProfessional GrowthRetention StrategiesService DeliveryStakeholder ManagementStrategic ThinkingSupport TeamsTeam LeadershipTrainingTraining Sessions

Job Overview


Job Function: Other

Job Type: Full Time

Workplace Type: Not Specified

Experience Level: Mid-Senior level

Salary: Competitive & Based on Experience

Experience: 8 - 9 yrs

Contact Information


Company Name: Laundryheap

Recruiting People: HR Department

Website: http://www.laundryheap.com

Location

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