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.

Key Responsibilities

Planning Operations Route Management
- 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.

Driver Support Performance
- 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 for smooth operations.

Customer Chat Support (B2B only)
- 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

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

Required Skills Experience
- Bachelor s degree or equivalent.
- 2+ years of experience in operations, customer/technical support, or logistics (preferably with internationa

📌 Chat Support (Bengaluru)
🏢 Laundryheap
📍 Bengaluru