Senior Associate - Driver Operations - US Voice Process

Laundryheap is an award-winning and industry-leading startup that is revolutionizing laundry and dry cleaning. We collect, clean, and return customers' items in as little as 24 hours, often making us the fastest in our industry.

Headquartered in the UK, our service is available in 14 international markets, and we’re currently in the process of expanding further across Europe, Asia, and North America.

We are currently looking for an Senior Associate Driver Operations – US Voice Process to join our fast-growing Fleet team at our office in Bangalore, 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.

You’ll make a difference:

Reporting to the Senior Division Manager, as the Senior Associate Driver Operations – US Voice Process you will be responsible for supporting the Fleet Team for the EU market and ensuring the entire supply of contractors (Partner Drivers) is taken care of.

The roles & responsibilities can be broadly outlined as follows:

• Recruiting Partner Drivers: Make outbound calls to potential drivers and guide them through our recruitment process.
• Driver Support: Handle inbound emails and chats from drivers, assisting with payment questions, feedback, work confirmation, and contract issues.
• Quality Assurance: Investigate and correct any errors made by partner drivers.
• Mentorship: Guide and support team members to achieve their goals and improve.
• KPI management: Monitor Key Performance Indicators (KPIs) for the team, Identify areas for improvement and implement strategies to achieve KPI targets.
• Coordination: Liaise with drivers globally and collaborate with teams in London, the US, and Singapore.
• Driver Management: Respond to driver queries, manage performance, and ensure driver supply meets client demand.
• Project Leadership: Lead projects to improve our operations.

Required skills:

• Bachelor’s degree or equivalent.
• Proven experience with a minimum of 3 years.
• Excellent communication skills, both verbal and written, with the ability to explain the process and policies clearly to drivers.
• Past experience working in the night shifts/rotational shifts.
• Email and chat process experience.
• Ability to work in a fast-paced and dynamic environment, handling multiple driver-related issues simultaneously.
• Foster a collaborative and positive work environment.
• Empathy and a customer-centric approach to problem-solving, ensuring a positive experience for drivers.

Preferred Skills:

• Previous experience in International voice process (US/EU calling), preferably with exposure to supporting drivers.
• Previous experience in operations and logistics is a big plus!
• Previous experience in a startup is a big plus!

Work Schedule:

• 9-hour shifts (8 working hours + 1-hour break)
• 5 days a week (2 week-offs based on rota)
• Office-based role in Bengaluru

Note:

• Bengaluru-based immediate joiners are preferred.
• Designation may vary based on experience and organizational structure.

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!