Customer Support Team Lead (Escalations)

Bangalore, Karnataka
Permanent
Full-time

3 days ago
Apply easily

Laundryheap is a global, tech-enabled laundry and dry-cleaning platform operating across multiple cities. We run 24/7 and focus on operational clarity, consistency, and customer experience at scale.We are hiring a Cases Supervisor to support and strengthen our Escalations function, combining hands-on case handling with team support.The RoleAs Cases Supervisor, you will manage complex customer cases while supporting the day-to-day performance of the Cases team.This is a hands-on role: you will remain actively involved in case handling while supporting the team to deliver consistent, high-quality outcomes.You will act as a bridge between frontline execution and management, ensuring cases are handled with accuracy, consistency, and sound judgment, while helping the team improve overall performance.Reporting to the Cases Manager, you will play a key role in maintaining quality standards and structured resolution of high-impact issues.What You’ll Do

Handle complex and high-impact customer cases (missing, damaged, or service-related issues) with strong ownership and judgment
Maintain an active caseload alongside supervisory responsibilities
Support day-to-day team performance, ensuring cases are handled within SLA and with consistent quality
Act as a point of escalation for associates, providing guidance on decision-making and edge cases
Review cases for accuracy and ensure SOPs are applied correctly
Ensure consistent application of policies, SOPs, and decision-making standards
Identify recurring issues and flag trends to the Cases Manager
Provide ongoing guidance and practical coaching to improve team decision-making and case handling
Support onboarding and development of new team members
Help maintain consistency in tone, clarity, and resolution quality across the team
Collaborate with QA to align on common errors and improvement areas
Work closely with Partner Operations and other teams to resolve complex cases end-to-end
Support the team in meeting SLA and quality targets

What We’re Looking For

Experience in customer support, complaints, or escalations handling
Strong problem-solving skills and ability to make balanced decisions
Comfortable handling sensitive or high-value customer issues
Some experience supporting or guiding team members preferred
Highly structured and process-driven, with strong attention to detail
Clear written communication skills
Customer-focused, with practical judgment and common sense
Able to balance customer experience with company policies when making decisions
Comfortable working in a fast-paced, operational environment

What Success Looks Like

High-quality, consistent case resolutions
Reduced errors and rework in escalations
Strong support to team members on complex issues
Clear identification of recurring problems
Positive contribution to overall customer satisfaction and NPS recovery

Work Schedule

Rotational shifts timings (Includes night shifts)
9-hour shift (8 working hours)

If you’re a detail-oriented, process-driven professional who thrives on solving complex customer issues, supporting team performance, and delivering consistent, high-quality resolutions in a fast-paced environment, this is your opportunity to make a meaningful impact with a growing global team at Laundryheap.

Laundryheap