Customer Support - Escalations (Email&Chat)

About the role

Laundryheap, a global on-demand laundry service, seeks an Escalations Specialist to resolve complex customer issues in Bengaluru. This on-site role involves managing claims and refunds via email and chat while supporting global operations through rotating shifts. The position requires strong communication skills and adaptability to maintain brand loyalty.

What you’ll do

• Investigate and resolve escalated customer queries including claims and refunds
• Propose fair, customer-focused solutions while adhering to policies
• Share insights on customer trends to improve processes across teams
• Build productive relationships with Operations colleagues
• Meet KPIs driving business results and customer experience

What you’ll bring

• Excellent English communication skills
• Customer service or operations background
• Experience with e-commerce or consumer services preferred
• Strong attention to detail and quality
• Problem-solving initiative and proactivity

Skills

Benefits

• Competitive salary package plus shift allowance
• Comprehensive health insurance coverage
• Opportunities to learn and grow in a fast-growing company
• Exposure to international markets