Senior Associate - Customer Operations

About the role

Reporting to the Associate Lead, you will join our Linen Operations team ; Laundryheap Linen is a B2B linen rental and commercial cleaning solution within Laundryheap, designed specifically for short-stay hosts and property managers. The Linen team runs daily operations through two dedicated functions: Driver Operations and Customer Operations, each split across a morning and a night shift.

What you'll do

• Own the Customer Operations function end to end — accountable for its performance, standards and processes across both shifts
• Own the KPI and SLA metrics for Customer Operations top to bottom: define what gets measured, track it live, report on it, and answer for it
• Oversee the running of both shifts — set priorities, make the call on escalations, and act as the senior point of reference for the team on duty
• Monitor performance against targets in real time, spot gaps as they form, and intervene before the client feels them
• Produce the end-of-shift report — volumes, SLA breaches, complaint themes, root causes, and actions taken

What you need

• 2–5 yrs of experience
• CRM
• Customer service
• Chat support
• Escalation handling
• SOP writing
• Communication
• Any graduate