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.