Senior Associate - Customer Success Management

Laundryheap is an award-winning and industry-leading startup that is revolutionizing laundry and dry cleaning. We collect, clean, and return customers' items in as little as 24 hours, often making us the fastest in our industry.

Headquartered in the UK, our service is available in 12 international markets, and we're currently in the process of expanding further across Europe, Asia, and North America.

We are currently looking for a Senior Associate - Customer Success Management to join our fast-growing team at our office in Bangalore, 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.

You'll make a difference:

Reporting to the Senior Division Manager , as the Senior Associate - Customer Success Management you will be responsible for supporting our B2B Linens team to drive operational excellence in Laundryheap Linen services.

Operating during EU and US markets, you will be responsible for addressing inquiries, resolving issues, and ensuring the smooth operation of our driver network.

The job responsibilities include, but are not limited to:

• Customer Success: Ensure customer satisfaction by addressing inquiries and resolving issues promptly.
• Account Management: Oversee client accounts, manage receivables, and ensure accurate invoicing.
• Internal Cross-Team Liaison: Collaborate with various departments to escalate, resolve complex concerns, and improve processes.
• Account Performance Management: Monitor and analyze account performance to identify improvement opportunities and ensure service level adherence.
• New Customer Onboarding: Facilitate smooth onboarding of new customers, ensuring they understand company policies and services.

Required Skills:

• Bachelor's Degree in a Relevant Field: Educational background that supports business administration or related areas.
• 3+ Years of Experience: Proven track record in similar roles, emphasizing customer success and account management.
• Excellent Communication & High English Proficiency: Strong skills in both written and spoken English; experience with email, chat, and voice processes in an international setting.
• Customer Success & Account Management Experience: Prior experience in delivering exceptional customer service with a focus on account management.
• Problem-Solving Attitude & Analytical Skills: A proactive, "to-do" mindset and robust analytical abilities to troubleshoot and resolve issues effectively.

Work Schedule and Patterns:

• 9-hour shift (8 working hours + 1 hour break)
• 5 days a week: 2 week off rotational
• Office-based role

Benefits: Night shift allowance

Note:

• Bengaluru-based immediate joiners are preferred.
• Designation may vary based on 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