Assistant Manager - Customer Operations

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.