Customer Support - Escalations (Email&Chat) Professional

Job Summary

We re now seeking an energetic, detail-oriented individual to join our team in our Bengaluru office. As an international brand working across multiple time zones, we re looking for someone flexible, adaptable, and excited to work in rotating shifts to support our global operations.

Make a real impact. At Laundryheap, every conversation matters. As part of our Escalations team, you ll be the voice that turns challenging situations into positive customer experiences. You ll play a key role in solving complex issues, supporting customers through claims or refunds, and helping us build trust and loyalty in one of the fastest-growing on-demand services.

Responsibilities

• Investigate, manage, and resolve escalated or complex customer queries (claims, refunds, etc.), getting to the root cause to reduce future issues
• Think creatively to propose fair, customer-focused solutions while following processes and policies
• Share insights and highlight customer trends to improve journeys and processes across teams
• Build productive relationships with colleagues across Operations and the wider business
• Deliver fair, timely outcomes for customers while maintaining brand reputation
• Meet and exceed KPIs that drive business results and improve customer experience

Requirements

• Excellent English communication (spoken & written)
• Customer service/operations background, ideally in e-commerce, consumer services, or fast-paced industries
• Confident communicator who can handle difficult conversations and write clear, professional responses
• Strong attention to detail with a focus on quality and speed
• Problem-solver who shows initiative, proactivity, and forward-thinking
• Tech-savvy and quick to adapt to new tools and processes
• Comfortable working in a dynamic, fast-paced environment
• Able to prioritise tasks and manage customer expectations effectively
• Willingness to commute to our Bangalore office

Work Schedule

• 9-hour shift (8 working hours)
• 5 days a week (2 rotational week-offs based on rota)
• Office-based role

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.