Chat Support Associate - Logistics

Founded in 2014, Laundryheap is one of the young, leading, and fastest-growing UK-based tech startups. Our dedicated teams pick up, clean, and deliver laundry and dry cleaning within 24 hours. We are currently operating in 12 countries, including the UK, the US, and the UAE. Our aim is to grow further, and we want you to be part of it!

We are looking for an energetic and detail-oriented individual to work for us in our overseas office (Bengaluru, India). As we are an international brand working with different time zones, we require the potential candidate to be flexible to work in shift patterns (mostly nights).

You'll make a difference:

Reporting to the Regional Lead , the Chat Support Associate will be responsible for providing technical support and troubleshooting assistance to drivers in the US and EU markets. Operating during night shifts, you will be responsible for addressing inquiries, resolving issues, and ensuring the smooth operation of our driver network.

The roles & responsibilities can be broadly outlined as follows:

• Driver Support: Respond promptly and professionally to driver inquiries through chat platforms, and other designated communication channels.
• Providing Detailed Information: Provide accurate and detailed information about company policies, procedures, and services to drivers.
• Issue Resolution: Analyze, troubleshoot, and resolve driver issues ensuring effective and timely resolution and providing feedback to the relevant departments for process improvements.
• Live Route Management: Monitor and manage live driver routes in real-time to ensure optimal delivery times, address any on-route issues, and make necessary adjustments to maintain efficient service standards
• Documentation: Record all driver interactions, including inquiries, complaints, and resolutions, in the appropriate systems.
• Knowledge Management: Maintain and update a knowledge base of common driver-related issues and solutions. Contribute to internal documentation to enhance team knowledge and efficiency.
• Performance Adherence: Follow established performance metrics, service level agreements (SLAs), and quality standards.

• Industry Awareness: Stay informed about industry trends and company policies related to driver support and development.

Required Skills & Experience:

• Relevant years of experience should be between 3-5 years.
• High Proficiency in English (both spoken and written).
• Email / live chat support experience
• Basic knowledge of Google Sheets skills.
• Experienced in the investigation of quick resolution and escalation.
• To-do attitude and problem-solving state of mind.
• Strong multitasking skills in a high-energy environment.
• Be flexible and supportive of the team. (UK/US Shifts)

Desired Skills:

• Able to continually seek improved ways of working.
• Past experience working in a UK/US process.
• Experience of working in a fast-paced, international service sector environment.
• Analytical with an understanding/ passion for data-driven decisions.
• Empathetic and passionate with a desire to develop.
• Ability to work independently in a rapidly changing environment.

Work Schedule and Patterns:

• 9-hour shift (8 working hours)
• 5 days a week (2 week-offs based on rota)
• Night Shifts (7:30 pm to 4:30 am IST, 8:30 pm to 5:30 am IST, 10:30 pm to 7:30 am IST)
• Office-based role

Note: Immediate joiners are preferred. Designation may vary based on our organizational structure.

We love to work with ambitious, proactive people who have a can-do attitude and are confident decision-makers. So, if this sounds like you, take this opportunity and apply to join the International Laundryheap Team today!

Qualification

Bachelor's Degree