Founded in 2014, Laundryheap is one of the youngest, 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 13 countries, including the UK, the US, and the UAE. We aim 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.
You’ll make a difference:
Reporting to the Assistant Regional Manager, as the Senior Associate - Operations (Voice and Chat Process) you will be responsible for supporting the Fleet Team for the EU market (rotational shifts) and ensuring the entire supply of contractors (Partner Drivers) is taken care of.
The roles & responsibilities can be broadly outlined as follows:

• Recruiting Partner Drivers: Make outbound calls to potential drivers and guide them through our recruitment process.
• Driver Support: Handle inbound emails and chats from drivers, assisting with payment questions, feedback, work confirmation, and contract issues.
• Quality Assurance: Investigate and correct any errors made by partner drivers.
• Mentorship: Guide and support team members to achieve their goals and improve.
• KPI management: Monitor Key Performance Indicators (KPIs) for the team, Identify areas for improvement and implement strategies to achieve KPI targets.
• Coordination: Liaise with drivers globally and collaborate with teams in London, the US, and Singapore.
• Driver Management: Respond to driver queries, manage performance, and ensure driver supply meets client demand.
• Project Leadership: Lead projects to improve our operations.

Required skills:

• Bachelor’s degree or equivalent.
• Proven experience with a minimum of 5 years.
• Excellent communication skills, both verbal and written, with the ability to explain the process and policies clearly to drivers.
• Past experience working in the night shifts/rotational shifts.
• Email and chat process experience.
• Ability to work in a fast-paced and dynamic environment, handling multiple driver-related issues simultaneously.
• Foster a collaborative and positive work environment.
• Empathy and a customer-centric approach to problem-solving, ensuring a positive experience for drivers.

Preferred Skills:

• Previous experience in International voice process (US/EU calling).
• Previous experience in operations and logistics is a big plus, preferably with exposure to supporting drivers.
• Previous experience in a startup is a big plus!

Work Schedule:

• 9-hour shifts (8 working hours + 1-hour break)
• 5 days a week (2 week-offs based on rota)
• EU shift: 12:30 PM IST to 9:30 PM IST
• Office-based role in Bengaluru

Note:

• Immediate joiners only.
• Bangalore candidates only.
• 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!
Please complete the application form in our job portal via the link below.
https://apply.workable.com/laundryheap-2/j/C1811A80D5/
In case you are not able to connect directly to the link, feel free to copy and paste the link onto your search box.
Job Type: Full-time
Benefits:

• Health insurance
• Provident Fund

Schedule:

• Rotational shift

Work Location: In person