Chat Support Associate - Logistics

Role Overview: You will be joining Laundryheap, an award-winning startup that is revolutionizing the laundry and dry cleaning industry globally. As an Associate - Driver Operations, you will play a crucial role in ensuring operational excellence by managing driver onboarding, route planning, and driver support. Your responsibilities will involve interacting with drivers, optimizing route plans, and contributing to projects aimed at enhancing operational workflows. Key Responsibilities: - Conduct outbound calls and video sessions to guide potential drivers through the onboarding process - Assess driver readiness and ensure compliance with company policies - Coordinate background checks, training, and activation of driver accounts - Monitor real-time delivery operations to ensure smooth route execution and timely order completion - Provide live support to drivers during their shifts via chat, calls, or internal platforms - Optimize route plans for maximum efficiency and resolve on-route issues proactively - Record driver interactions, escalate unresolved issues, and follow up for resolution - Contribute to team goals by supporting projects aimed at improving operational workflows - Maintain internal documentation and knowledge bases - Track KPIs, flag performance bottlenecks, and ensure SLA adherence - Collaborate with internal teams across different regions for smooth operations Qualification Required: - Bachelors degree or equivalent - 3-5 years of experience in operations, support, or logistics with international exposure - Proven experience in driver or agent onboarding and live operational environments - Excellent communication skills (verbal and written) - Ability to manage high-pressure, fast-paced environments - Experience in night shifts/rotational shifts - Proficiency in email and chat support tools, Google Sheets/MS Excel - Stakeholder management skills - Empathetic, proactive, and solution-oriented mindset Additional Company Details: Laundryheap offers a dynamic work environment with high growth potential, where innovation and ownership are valued. You will have the opportunity to work with global teams and make a real impact in day-to-day logistics. The company follows a flat team structure, providing high visibility and quick growth opportunities. (Note: Bengaluru-based immediate joiners are preferred. Designation may vary based on experience and organizational structure),