Assistant Regional Manager - Customer Operations

Founded in 2014, Laundryheap is a leading global on-demand laundry and dry-cleaning service. We provide fast, reliable, and high-quality cleaning solutions, with pick-up and delivery within 24 hours. Operating in 14 countries including the UK, the USA, and the UAE we are on an exciting growth journey, and we want you to be a part of it!

You ll make a difference:

We are looking for a highly motivated and experienced Assistant Regional Manager - Customer Operations to lead and optimize our customer support teams. In this role, you will be responsible for ensuring efficient service delivery, enhancing team performance, and maintaining high customer satisfaction levels. The ideal candidate will have strong leadership skills, a customer-centric approach, and a proven ability to drive operational improvements.

Key Responsibilities:

• Supervise and mentor the support teams to ensure high-quality service delivery.
• Train, guide, and mentor team supervisors/leads, empowering them to effectively manage their teams and enhance overall performance.
• Monitor key performance indicators such as response time, CSAT, first contact resolution, and average handling time, taking corrective actions when necessary.
• Conduct regular performance reviews, coaching, and training sessions to enhance team efficiency.
• Ensure prompt and effective handling of customer queries while maintaining high customer satisfaction and resolution rates.
• Implement strategies to improve response times, streamline workflows, and enhance the overall customer experience.
• Handle escalations and complex customer issues, ensuring quick and effective resolution.
• Identify process gaps and drive continuous improvements in customer support operations.
• Generate reports on team performance, customer feedback, and service trends, using insights to optimize operations.
• Ensure adherence to company policies, service level agreements, and quality standards.
• Maintain consistency in customer communication and responses by implementing best practices.
• Collaborate with internal teams to resolve recurring customer issues and improve support processes.

Key Requirements:

• 6-8 years of experience in customer support or relevant fields, with at least 3-4 years in a leadership role.
• Proven experience managing teams in a fast-paced environment.
• Strong analy