Chat Support Associate - Logistics

• Conduct outbound calls and video sessions with potential drivers to guide them through the onboarding and documentation process.
• Assess driver readiness and ensure compliance with company policies and onboarding standards.
• Coordinate background checks, training, and activation of driver accounts.
• Provide timely updates to stakeholders on onboarding progress.

• 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 to ensure maximum efficiency.
• Identify and resolve on-route issues proactively, including delays, misrouted items, or driver emergencies.

• Handle inbound queries from drivers related to payments, feedback, scheduling, and general support.
• Record driver interactions, escalate unresolved issues, and follow up for resolution.
• Ensure sufficient driver coverage to meet live demand across time zones.
• Operations & Project Support
• Contribute to team goals by initiating or supporting projects aimed at improving operational workflows.
• Maintain internal documentation and knowledge bases.
• Track KPIs and flag performance bottlenecks, ensuring SLA adherence.
• Collaborate with internal teams across the UK, US, and Singapore for smooth cross-regional operations.

• Bachelor’s degree or equivalent.
• 3–5 years of experience in operations, support, or logistics (preferably with international exposure).
• Proven experience in driver or agent onboarding (calls/video) and live operational environments.
• Excellent communication skills (verbal and written).
• Ability to manage high-pressure, fast-paced live environments with composure.
• Experience in night shifts/rotational shifts.
• Hands-on with email and chat support tools.
• Good proficiency in Google Sheets/MS Excel.
• Stakeholder management.
• Empathetic, proactive, and solution-oriented mindset.

• Prior experience in international support chat and voice (US/EU region preferred)
• Experience in startups, logistics, or last-mile delivery operations.
• Familiarity with live route planning tools and CRM systems.
• An analytical mindset and comfort with operational data.
• Demonstrated ability to work independently and also well within a team.

• 9-hour shifts (8 working hours + 1-hour break)
• 5 days a week (2 week-offs based on rota)
• Rotational shift timings, including night shifts.
• Office-based role in Bengaluru

• Be part of a high-growth, international startup that values innovation and ownership.
• Opportunity to work with global teams and make a real impact in day-to-day logistics.
• Flat team structure with high visibility and quick growth potential.

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

Laundryheap