Customer Support Team Lead (Escalations)

Laundryheap is a global, tech-enabled laundry and dry-cleaning platform operating across multiple cities. We run 24/7 and focus on operational clarity, consistency, and customer experience at scale.

We are hiring a Cases Supervisor to support and strengthen our Escalations function, combining hands-on case handling with team support.

The Role

As Cases Supervisor, you will manage complex customer cases while supporting the day-to-day performance of the Cases team.

This is a hands-on role: you will remain actively involved in case handling while supporting the team to deliver consistent, high-quality outcomes.

You will act as a bridge between frontline execution and management, ensuring cases are handled with accuracy, consistency, and sound judgment, while helping the team improve overall performance.

Reporting to the Cases Manager, you will play a key role in maintaining quality standards and structured resolution of high-impact issues.

What You’ll Do

• Handle complex and high-impact customer cases (missing, damaged, or service-related issues) with strong ownership and judgment
• Maintain an active caseload alongside supervisory responsibilities
• Support day-to-day team performance, ensuring cases are handled within SLA and with consistent quality
• Act as a point of escalation for associates, providing guidance on decision-making and edge cases
• Review cases for accuracy and ensure SOPs are applied correctly
• Ensure consistent application of policies, SOPs, and decision-making standards
• Identify recurring issues and flag trends to the Cases Manager
• Provide ongoing guidance and practical coaching to improve team decision-making and case handling
• Support onboarding and development of new team members
• Help maintain consistency in tone, clarity, and resolution quality across the team
• Collaborate with QA to align on common errors and improvement areas
• Work closely with Partner Operations and other teams to resolve complex cases end-to-end
• Support the team in meeting SLA and quality targets

What We’re Looking For

• Experience in customer support, complaints, or escalations handling
• Strong problem-solving skills and ability to make balanced decisions
• Comfortable handling sensitive or high-value customer issues
• Some experience supporting or guiding team members preferred
• Highly structured and process-driven, with strong attention to detail
• Clear written communication skills
• Customer-focused, with practical judgment and common sense
• Able to balance customer experience with company policies when making decisions
• Comfortable working in a fast-paced, operational environment

What Success Looks Like

• High-quality, consistent case resolutions
• Reduced errors and rework in escalations
• Strong support to team members on complex issues
• Clear identification of recurring problems
• Positive contribution to overall customer satisfaction and NPS recovery

Work Schedule

• Rotational shifts timings (Includes night shifts)
• 9-hour shift (8 working hours)

If you’re a detail-oriented, process-driven professional who thrives on solving complex customer issues, supporting team performance, and delivering consistent, high-quality resolutions in a fast-paced environment, this is your opportunity to make a meaningful impact with a growing global team at Laundryheap.