Reporting To: Operations Manager / General Manager
About SPIN CYCLES
SPIN CYCLES is a Bengaluru-based professional laundry and dry-cleaning company serving customers across the city since 2014.
We operate through retail stores, pickup & delivery operations, customer support teams and centralized processing facilities, with a strong focus on quality, timely service, customer experience and technology-enabled operations .
Role Summary
We are looking for a proactive and execution-focused Operations Executive with strong experience in B2C service operations .
The role will be responsible for coordinating daily operations, tracking service issues, resolving complex customer escalations and ensuring smooth coordination between Customer Support, Stores, Factory, Logistics and other backend teams .
This role requires strong ownership, follow-up, problem-solving and the ability to drive issues to complete closure.
Key Responsibilities
- Coordinate day-to-day operations across Customer Support, Stores, Factory and Logistics.
- Track pending orders, delays, priority cases and operational exceptions.
- Ensure customer orders move smoothly from pickup through processing to final delivery.
- Handle and coordinate complex customer issues requiring backend operational support.
- Take ownership of escalations involving:
- Delayed orders
- Missing garments
- Garment damage
- Quality concerns
- Incorrect processing
- Pickup / delivery issues
- Other service failures
- Work with relevant backend teams to identify the root cause and resolve issues quickly.
- Ensure every escalated case has a clear owner, action plan and closure timeline.
- Provide accurate operational updates to the Customer Support team.
- Follow up continuously until customer issues are fully resolved.
- Track recurring complaints and coordinate corrective actions to prevent repetition.
- Monitor turnaround time, order status and delivery commitments.
- Support daily production and dispatch planning where required.
- Maintain accurate daily operational reports and MIS.
- Track department-wise productivity, pending work and action items.
- Conduct operational floor checks and highlight process gaps or delays.
- Escalate critical operational issues to the Operations Manager on time.
- Support implementation of SOPs and process improvements.
Key KPIs Performance will be measured on:
- Customer Escalation Closure Rate
- Complex Issue Closure TAT
- On-time Order Completion
- Delayed Order Reduction
- Pending Case Reduction
- Repeat Complaint Reduction
- TAT Compliance
- Dispatch / Delivery Adherence
- MIS Accuracy
- Action Closure Rate
- SOP Compliance
- Timely Escalation of Critical Issues
Candidate Profile
- 2–5 years of experience in operations or customer/service operations.
- Experience in a B2C service-based industry is highly preferred .
- Strong experience handling customer escalations and service-related issues.
- Ability to coordinate effectively with multiple backend departments.
- Strong follow-up and ownership mindset.
- Comfortable working in a fast-paced, high-volume operational environment.
- Good working knowledge of Excel / Google Sheets and operational reporting.
- Graduate / Diploma preferred.
Candidates from the following industries will be preferred: Laundry & Garment Care | Home Services | E-commerce | Logistics | Food Delivery | Retail | Hospitality | Consumer Services | Last-mile Delivery | Other B2C Service Businesses
Key Skills
- B2C Service Operations
- Customer Escalation Management
- Cross-functional Coordination
- Problem Solving
- Root Cause Analysis
- Operations Follow-up
- MIS & Reporting
- Communication
- Time Management
- Service Recovery
- Process Discipline
- Ownership & Accountability
What We Are Looking For We are looking for someone who:
- Takes complete ownership of an issue until final closure.
- Does not simply forward problems to another department.
- Understands customer urgency and service expectations.
- Can coordinate confidently with multiple backend teams.
- Follows up consistently until actions are completed.
- Identifies delays and problems early.
- Communicates clearly and provides accurate updates.
- Can remain calm and structured while handling complex cases.
- Uses data and facts to identify root causes.
- Works comfortably in a quick-moving B2C service environment.