Associate Lead

3 days ago

Bengaluru, India Laundryheap Full time

Founded in 2014, Laundryheap is one of the youngest, 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. We aim 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 Assistant Regional Manager, the Associate Lead - 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 channels.
  • Provide accurate and detailed information about company policies, procedures, and services to drivers.
  • Analyze, troubleshoot, and resolve driver issues ensuring effective and timely resolution and provide feedback to the relevant departments for process improvements.
  • Collaborate with cross-functional teams to escalate and resolve complex driver concerns efficiently.
  • Document all driver interactions, including inquiries, complaints, and resolutions, in the appropriate systems.
  • Maintain a knowledge base of common driver-related problems and their resolutions, and contribute to internal documentation to enhance team knowledge and efficiency.
  • Adhere to established performance metrics, service level agreements (SLAs), and quality standards.
  • Stay up to date with industry trends, and company policies in driver development and support.
  • Identify clear KPIs and measure them for each team member regularly
  • Measure each team member’s performance and communicate to them effectively
  • Identify gaps in knowledge and do refresher training if required
  • Rota Management

Required Skills & Experience:

  • Relevant years of experience should be between 4-7 years.
  • High Proficiency in English (both spoken and written).
  • Email / live chat support experience
  • Basic knowledge of Google Sheets skills.
  • Experienced in the investigation of quick resolution and escalation.
  • To-do attitude and problem-solving state of mind.
  • Strong multitasking skills in a high-energy environment.
  • Be flexible and supportive of the team. (UK/US Shifts)
  • Team building experience 
  • Supervision experience of 5-8 team members

Desired Skills:

  • Able to continually seek improved ways of working.
  • Experience working in a UK/US process.
  • Experience working in a fast-paced, international service sector environment.
  • Analytical with an understanding/ passion for data-driven decisions.
  • Empathetic and passionate with a desire to develop.
  • Ability to work independently in a rapidly changing environment.

Note:

  • Immediate joiners who are in Bangalore are preferred.
  • Designation may vary based on our organizational structure.

Work 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 role

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

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