Chat Support - Logistics Operations
Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business.
You’ll Make a Difference By:
Reporting to the Associate Lead, the Associate - Driver Operations plays a critical role in maintaining operational excellence. You will ensure smooth driver onboarding via calls and video interactions, while simultaneously managing live logistics—monitoring driver activity, planning routes, and resolving real-time issues.
Key Responsibilities
Planning Operations & Route Management
- Monitor real-time delivery operations to ensure smooth route execution and timely order completion.
- Provide live support to drivers during their shifts via chat, calls, or internal platforms.
- Optimise route plans to ensure maximum efficiency.
- Identify and resolve on-route issues proactively, including delays, misrouted items, or driver emergencies, to ensure seamless operations.
Driver Support & Performance
- Handle inbound queries from drivers related to payments, feedback, scheduling, and general support.
- Record driver interactions, escalate unresolved issues, and follow up for resolution.
- Ensure sufficient driver coverage to meet live demand across time zones.
- Operations & Project Support.
- Contribute to team goals by initiating or supporting projects aimed at improving operational workflows.
- Maintain internal documentation and knowledge bases.
- Track KPIs and flag performance bottlenecks, ensuring SLA adherence.
- Collaborate with internal teams across the UK for smooth operations.
Customer Chat Support (B2B only)
- Handle and resolve customer issues being raised from B2B accounts on chat platforms
- Escalate internally to the relevant team (inventory, accounts) of tickets that require attention
Order Management
- Receive, review, and process customer orders accurately
- Verify order details such as quantities, addresses, timeslots etc
- Coordinate with internal teams
Required Skills & Experience
- Bachelor’s degree or equivalent.
- 2+ years of experience in operations, customer/technical support, or logistics (preferably with international exposure)
- Excellent communication skills (verbal and written)
- Ability to manage high-pressure, fast-paced live environments with composure.
- Experience in night shifts/rotational shifts.
- Hands-on with email and chat support tools.
- Good proficiency in Google Sheets/MS Excel
- Stakeholder management.
- Empathetic, proactive, and solution-oriented mindset.
Preferred Skills
- Prior experience in international support chat.
- Experience in startups, logistics, operations, customer support with international exposure.
- Familiarity with live route planning tools and CRM systems.
- An analytical mindset and comfort with operational data.
- Demonstrated ability to work independently and also well within a team. .
Work Schedule
- 9-hour shifts (8 working hours + 1-hour break)
- 5 days a week (2 rotational week-offs)
Why Join Us?
- Be part of a high-growth, international startup that values innovation and ownership.
- Opportunity to work with global teams and make a real impact in day-to-day logistics.
- Flat team structure with high visibility and quick growth potential.
- Competitive salary package + Shift allowance
- Comprehensive health insurance coverage
Ready to revolutionise last-mile logistics with us? Apply now and become part of the Laundryheap journey.
Similar roles
Associate - Onboarding & Engagement (Hindi) (Eaze)
Lokal App·Bengaluru, India
About Lokal : In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren’t really using the internet meaningfully yet. We believed that if we started with local content in their own language, they’d come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and,…
- Full-time
Sr. UI/UX Designer (DES-2-082026)
Koru UX Design LLP·India
ABOUT THE COMPANY Koru UX Design is a leading UX design agency specializing in HealthTech. We partner with clients to deliver user-centered design solutions that drive innovation and enhance user experiences. Our design teams work as an integrated extension of our client’s teams, deeply embedding ourselves into their processes to create seamless, impactful products. Role Overview As a Senior UI/UX…
- Remote
- Full-time
Procurement Manager
HighRadius·Hyderabad, India
About Us HighRadius provides a single Agentic AI platform for the Office of the CFO. It integrates 180+ agents that orchestrate end-to-end processes across Order-to-Cash, Close & Reconciliation, Consolidation & Reporting, Accounts Payable, B2B Payments, and Treasury. HighRadius guarantees operational KPI improvements by mapping them to specific agents on the platform. With a 3-6 month go-live period, HighRadius drives value…
- Full-time
PR Manager
PhonePe·Bengaluru, India
About PhonePe Limited: Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total…
- Full-time
Sales Executive
Thixpro Technologies Pvt Ltd·Noida, India
We are looking for a competitive and trustworthy Sales Executive to help us build up our business activities. Sales Executive responsibilities include discovering and pursuing new sales prospects, negotiating deals and maintaining customer satisfaction. If you have excellent communication skills and feel comfortable reaching out to potential customers to demonstrate our services and products through email and phone, we’d like…
- Full-time
Director of Customer Success & Support
BreachLock·Pune, India
ABOUT BREACHLOCK BreachLock is a fast-growing cybersecurity company delivering AI-powered penetration testing and adversarial security validation at scale. Our three product lines — PTaaS (Penetration Testing as a Service), ASM (Attack Surface Management), and AEV (Adversarial Exploit Validation) — serve enterprise customers across the US, Europe, and India, with combined revenue approaching $20M. We are building the next generation of…
- Full-time
Finance Manager (Global Accounting, Compliance & Controllership)
Decision Foundry·Bengaluru, India
Job Overview: Welcome to Decision Foundry! Decision Foundry is a cloud-native, AppSec-first data and decisioning organization operating across the US, India, and Canada. As Principal Security & Cloud Engineer, you are our most senior hands-on technical authority across cloud infrastructure, application and AI security, and the engineering side of Governance, Risk, Compliance & Privacy (GRC). About Role: We are looking…
- Hybrid
- Full-time
Quality Analyst - 6 Months Contract
FE fundinfo·Chennai, India
FE fundinfo is a global leader in investment fund data and technology. We are proud of our vast, diverse, and highly skilled team, who help to make our industry Better Connected and Better Informed. Business Operations is instrumental to FE Fundinfo delivering its strategic goals of client satisfaction and profitablility. It oversees all key cross-functional processes with mandate to measure,…
- Hybrid
- Contract
