Customer Service Associate - Social Media

Job Description

Founded in 2014, Laundryheap is an award-winning, fast-growing UK-based tech startup revolutionizing the laundry and dry-cleaning industry. We offer convenient, 24-hour turnaround services, operating in 14 countries including the UK, US, and UAE. As we continue to expand globally, were looking for dynamic individuals to join our team and grow with us! We are seeking an energetic, detail-oriented Customer Service Associate to manage customer interactions on social media and review platforms. This role is based in our Bengaluru office and requires flexibility to work in shifts, including nights, to support our global operations. You will play a crucial part in shaping our brand s online presence, ensuring customer satisfaction, and maintaining strong relationships with our customers. What You ll Do: Monitor and respond to customer reviews and feedback across multiple online platforms, including social media and review sites. Maintain high standards of tone and professionalism in all written communications. Act as a brand ambassador, promoting Laundryheap s services positively and professionally at every opportunity. Coordinate with internal teams to resolve customer issues efficiently, using the correct escalation procedures when necessary. Focus on customer retention by implementing engagement strategies and proactive follow-ups. Stay updated on industry trends and best practices in online reputation management. Provide timely, accurate responses across all communication channels, ensuring a seamless customer experience. Achieve key performance indicators (KPIs) that drive business results and enhance the overall customer experience. Provide feedback to relevant departments to facilitate continuous improvement efforts. What We re Looking For: 3+ years of experience in customer service, social media engagement, or online reputation management. Strong command of English (both spoken and written). Previous experience with Social media and Service review platforms. Familiarity with Intercom or similar customer support software (preferred). Proficient in Google Sheets and data management tools. Strong analytical and problem-solving skills with a proactive attitude. Ability to manage multiple tasks in a fast-paced, high-energy environment. Experience working in a tech startup or fast-growing company is a plus. Passionate about customer satisfaction with a focus on data-driven decisions and continuous improvement. Adaptable, empathetic, and eager to learn and grow within the company. Work Schedule: Mon- Fri: 5-day workweek. UK shift: 9-hour (8 working hours + 1-hour break) Office-based role in Bengaluru Note: Bengaluru-based immediate joiners are preferred. Designation may vary based on organizational structure. Why Join Us? At Laundryheap, we value ambition, proactivity, and a can-do attitude. We offer opportunities for growth and encourage confident decision-making. If you re passionate about customer experience and thrive in dynamic environments, we d love to have you on board! Apply today to become part of our international team and help us transform the laundry industry!