About the job
About Laundryheap
Laundryheap is an award-winning startup transforming the laundry and dry cleaning sector. With operations in 14 countries and ongoing expansion in Europe, Asia, and North America, Laundryheap delivers clean clothes within 24 hours, making it one of the industry's fastest services.
Role Overview: Chat Support Associate - Logistics
Based in Bengaluru, Karnataka, this role reports to the Regional Lead. The Chat Support Associate helps ensure smooth logistics operations, supports driver onboarding, manages live delivery logistics, and addresses real-time challenges as they arise.
Main Responsibilities
Driver Onboarding & Recruitment
- Conduct outbound calls and video sessions to guide prospective drivers through onboarding and documentation.
- Assess driver readiness and confirm compliance with company policies and onboarding standards.
- Coordinate background checks, training sessions, and driver account activation.
- Keep stakeholders updated on onboarding progress.
Planning Operations & Route Management
- Monitor real-time delivery operations to ensure efficient route execution and timely order completion.
- Provide live support to drivers via chat, calls, or internal tools during their shifts.
- Optimize route plans for efficiency.
- Identify and resolve on-route issues such as delays, misrouted items, or emergencies.
Driver Support & Performance
- Respond to inbound driver questions about payments, feedback, scheduling, and general support.
- Document driver interactions, escalate unresolved issues, and follow up to ensure resolution.
- Monitor driver coverage to meet live demand across multiple time zones.
Operations & Project Support
- Support team objectives by initiating or contributing to projects that improve operational workflows.
- Maintain internal documentation and knowledge bases.
- Track KPIs and flag performance issues to maintain SLA compliance.
- Work with teams in the UK, US, and Singapore to support cross-regional operations.

