Chat Support Associate - Logistics (US Shift)

Founded in 2014, Laundryheap is one of the young, 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 12 countries, including the UK, the US, and the UAE. Our aim is 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 (mostly nights).You'll make a difference:Reporting to the Regional Lead, the Chat Support Associate - Logistics you will be responsible for providing technical support and troubleshooting assistance to drivers in the US and EU markets. Operating during night shifts, you will be responsible for addressing inquiries, resolving issues, and ensuring the smooth operation of our driver network.The roles & responsibilities can be broadly outlined as follows:Respond promptly and professionally to driver inquiries through chat platforms, and other designated communication channelsProvide accurate and detailed information about company policies, procedures, and services to driversAnalyze, troubleshoot, and resolve driver issues ensuring effective and timely resolution and provide feedback to the relevant departments for process improvementsCollaborate with cross-functional teams to escalate and resolve complex driver concerns efficientlyDocument all driver interactions, including inquiries, complaints, and resolutions, in the appropriate systemsMaintain a knowledge base of common driver-related problems and their resolutions, and contribute to internal documentation to enhance team knowledge and efficiencyAdhere to established performance metrics, service level agreements (SLAs), and quality standardsStay up to date with industry trends, and company policies in driver development and supportRequired Skills & Experience:Relevant years of experience should be between 1-4 yearsHigh Proficiency in English (both spoken and written)Email / live chat support experienceBasic knowledge in Google Sheets skillsExperienced in the investigation of quick resolution and escalationTo-do attitude and problem-solving state of mindStrong multitasking skills in a high-energy environmentBe flexible and supportive of the team. (UK/US Shifts)Desired Skills:Able to continually seek improved ways of workingPast experience working in a UK/US processExperience of working in a fast pace, international service sector environmentAnalytical with an understanding/ passion for data-driven decisionsEmpathetic and passionate with a desire to developAbility to work independently in a rapidly changing environmentNumber of positions open: MultipleWork Schedule and Patterns:9-hour shift (8 working hours)5 days a week (2 week-offs based on rota)Night Shifts (7:30 pm to 4:30 am IST, 8:30 pm to 5:30 am IST, 10:30 pm to 7:30 am IST)Office-based roleNote: Immediate joiners are preferred. Designation may vary based on our 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! PRB