Customer & Logistics Operations Associate

Keep clients informed when something changes, rather than waiting for them to ask. Driver Support

Provide live support to drivers during their shifts via chat, calls, or internal platforms.

Handle inbound queries from drivers related to payments, feedback, scheduling, and general support.

Record driver interactions, escalate unresolved issues, and follow up for resolution.

Help ensure sufficient driver coverage to meet live demand across time zones.

Operations & Continuous Improvement

Track KPIs and flag performance bottlenecks, ensuring SLA adherence.

Maintain internal documentation and knowledge bases.

Contribute to team goals by initiating or supporting projects aimed at improving

operational workflows.

Collaborate with internal teams across the UK for smooth operations.

Plan, prioritise, and maintain a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year.

What Success Looks Like

Client responsiveness — first response and resolution times against the agreed SLA.

Client satisfaction — satisfaction scores, complaint volume, and repeat complaints by theme.

Resolution quality — issues closed at first contact, without repeated internal handoffs.

Order accuracy — orders processed correctly first time, including amendments.

Service delivery — on-time delivery for your accounts, with priority client delays kept to a minimum.

Flexibility — last-minute client requests accommodated without disrupting the wider plan.

Minimum Skills Required

Bachelor's degree or equivalent.

Relevant years of experience should be between 2–5 years, including 2+ years in customer service and escalation management (chat/email).

High proficiency in English (both spoken and written).

Prior contact with Intercom or any other relevant customer support software.

Some exposure to operations, logistics, or technical support, preferably with international exposure.

Proficient in Google Sheets / MS Excel.

Exceptional analytical and organisational skills.

Experienced in the investigation of quick resolution and escalation.

Ability to manage high-pressure, fast-paced live environments with composure.

Strong multitasking skills in a high-energy environment.

Experience in night shifts / rotational shifts.

Stakeholder management.

Customer-oriented, empathetic, proactive, and solution-oriented.

Be flexible and supportive of the team.

Desired Skills & Experience

Former experience in a tech start-up.

Experience of working in a fast-paced, customer service environment.

Familiarity with live route planning tools (such as Onfleet) and CRM systems.

Analytical with an understanding of and passion for data-driven decisions, and comfort with operational data.

Able to continually seek improved ways of working.

Speed, flexibility, and agility; ability to work independently in a rapidly changing environment.

Demonstrated ability to work independently and also well within a team.

Work Schedule and Patterns

9-hour shift (8 working hours + 1-hour break).

5 days a week, including nights and weekends (2 rotational week-offs based on rota).

Office-based role.

Why Join Us?

Be part of a fast-growing global company with opportunities to learn and grow.

Work in a collaborative environment where your ideas are heard and valued.

Gain exposure to international markets and complex customer operations.

Flat team structure with high visibility and quick growth potential.

Competitive salary package + shift allowance.

Comprehensive health insurance coverage.

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