Chat Support Associate - Logistics

Actively Reviewing the Applications

Laundryheap

India, Karnataka, Bengaluru Full-Time On-site INR 3–4 LPA

Posted 13 hours ago • Apply by June 14, 2026

Job Description

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 Regional 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

Driver Onboarding & Recruitment
Conduct outbound calls and video sessions with potential drivers to guide them through the onboarding and documentation process
Assess driver readiness and ensure compliance with company policies and onboarding standards
Coordinate background checks, training, and activation of driver accounts
Provide timely updates to stakeholders on onboarding progress
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
Optimize route plans to ensure maximum efficiency
Identify and resolve on-route issues proactively, including delays, misrouted items, or driver emergencies.
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, US, and Singapore for smooth cross-regional operations

Required Skills & Experience

Bachelor's degree or equivalent
3-5 years of experience in operations, support, or logistics (preferably with international exposure)
Proven experience in driver or agent onboarding (calls/video) and live operational environments
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 and voice (US/EU region preferred)
Experience in startups, logistics, or last-mile delivery operations
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 week-offs based on rota)
Rotational shift timings, including night shifts
Office-based role in Bengaluru

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.

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