Customer Support – Escalations (Email & Chat)

About the role

We are looking for an energetic, detail‑oriented Customer Support professional to join our Escalations team in Bengaluru. You will handle complex email and chat queries, turning challenging situations into positive experiences for our fast‑growing on‑demand laundry service.

Key responsibilities

• Investigate, manage and resolve escalated customer issues such as claims and refunds, identifying root causes to prevent recurrence.
• Propose fair, customer‑focused solutions while adhering to company policies and processes.
• Share insights and highlight trends to improve customer journeys across teams.
• Build productive relationships with Operations and other business functions.
• Deliver timely outcomes that protect brand reputation and meet or exceed KPI targets.

Required profile

• Excellent spoken and written English communication skills.
• Background in customer service or operations, preferably in e‑commerce or fast‑paced consumer services.
• Confident communicator able to handle difficult conversations and write clear responses.
• Strong attention to detail, proactive problem‑solver and able to prioritize tasks.
• Tech‑savvy, quick to adapt to new tools and processes.
• Willingness to commute to the Bengaluru office and work rotating shifts.

Required skills

What we offer

• Competitive salary package with shift allowance.
• Comprehensive health‑insurance coverage.
• Opportunities to learn, grow and gain exposure to international markets.
• Collaborative environment where ideas are valued.