Laundryheap is an award-winning and industry-leading startup that is revolutionizing the world of laundry and dry cleaning. We are proud to collect, clean, and return customers' orders in as little as 24 hours, making us the fastest in our industry.
Headquartered in the UK, our service is available in 11 international markets, and we’re currently in the process of expanding further across Europe, Asia, and North America.
To further develop and optimize our customer support efforts, we are currently looking for a Global Customer Experience Manager in our Customer Operations division to join our fast-growing team at our Bengaluru office.
You’ll make a difference:
Reporting to the Chief of Customer and Partner Operations, you will be responsible for leading, coordinating, and managing the team to deliver outstanding outcomes and continuous process improvement within the division. This role involves developing strategies, implementing processes, and ensuring the delivery of high-quality service to customers.
Requirements
The job responsibilities include, but are not limited to:
- Lead the development of long-term strategies to achieve goals and enhance customer support.
- Creating and monitoring key performance indicators (KPIs) to measure and improve customer satisfaction and loyalty.
- Identify and improve operational weaknesses and develop new processes to maximize team efficiency.
- Collaborating with cross-functional teams to improve processes, systems, and tools to optimize the customer journey.
- Introduce and carry out continuous improvement plans for automation, streamlining processes, and boosting quality.
- Staying up-to-date with industry trends and best practices in customer experience management.
- Regularly communicating with key stakeholders to provide updates on customer metrics and initiatives.
- Support and boost team managers' performance and morale through regular mentoring, data reporting, and engaging employees.
- Analyze, strategize, and take action to help your team surpass targets in quality, efficiency, and customer satisfaction.
- Promote a culture of continuous improvement within the team to consistently innovate and enhance the effectiveness of all processes.
Required Skills:
- Bachelor’s degree in business administration, management, or a related field (Master’s degree preferred).
- 5+ years of proven management experience in customer service or operations.
- Extensive experience in developing customer performance metrics and driving operational excellence.
- Proven leadership in guiding teams, developing people to perform at their best, and navigating challenging situations.
- Skilled in analytical thinking, problem-solving, and setting priorities.
- Collaborative and open to feedback as a team player.
- Passionate about streamlining through automation.
- Proficiency in analyzing data and using it to drive improvements.
- Excellent communication and problem-solving abilities.
- Global experience collaborating with remote teams.
- Preferred proficiency in Intercom.
- Previous experience in a multinational startup is a big plus!
Additional Notes:
This position requires strong leadership capabilities, the ability to strategize and implement changes to improve customer service, and a dedication to fostering positive relationships with both internal teams and external customers.
Work Schedule and Patterns:
- 9-hour shift (8 working hours + 1 hour break)
- 5 days a week (Saturday, Sunday week off)
- Office-based role
We seek proactive, ambitious individuals with a can-do attitude and decisive decision-making skills. If you embody these qualities and are ready to contribute your expertise to our team, apply now to be part of our dynamic and forward-thinking International Laundryheap team.