Chat Support - Logistics Operations

You’ll Make a Difference By:

Reporting to the Associate Lead, the Associate - Driver Operations plays a critical role in maintaining operational excellence. You will ensure smooth driver onboarding via calls and video interactions, while simultaneously managing live logistics—monitoring driver activity, planning routes, and resolving real‑time issues.

• 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.
• Optimise route plans to ensure maximum efficiency.
• Identify and resolve on‑route issues proactively, including delays, misrouted items, or driver emergencies, to ensure seamless operations.

• Handle inbound queries from drivers related to payments, feedback, scheduling, and general support.
• Record driver interactions, elevate 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 for smooth operations.

• Handle and resolve customer issues being raised from B2B accounts on chat platforms
• Escalate internally to the relevant team (inventory, accounts) of tickets that require attention

• Receive, review, and process customer orders accurately
• Verify order details such as quantities, addresses, timeslots etc
• Coordinate with internal teams

• Bachelor’s degree or equivalent.
• 2+ years of experience in operations, customer/technical support, or logistics (preferably with international exposure)
• 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.
• Experience in startups, logistics, operations, customer support with international exposure.
• 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 rotational week‑offs)

• 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.
• Competitive salary package + Shift allowance
• Comprehensive health insurance coverage

Ready to revolutionise last‑mile logistics with us? Apply now and become part of the Laundryheap journey.