Job Description

Laundryheap is a global, tech-enabled laundry and dry-cleaning platform operating across multiple cities. We operate 24/7, scale quickly, and run on operational discipline.

Customer experience is central to our retention and brand strength. As we continue to grow, we are hiring a Head of Customer Operations to bring structure, accountability, and measurable performance to our global CX function.

This is a senior execution role. Strategy is defined at executive level. Your mandate is to translate direction into structured delivery, strong leadership, and sustained performance improvement.

The Role

As Head of Customer Operations, you will own the performance, quality, efficiency, and retention impact of our global support teams (in-app and email). Reporting to the Chief Customer & Partner Operations, you will lead managers across Live Support, Complaints, Cases, and QA, ensuring operational execution and quality governance are fully aligned.

You will build a disciplined, data-driven operation that scales without compromising customer trust.

What You’ll Do

• Lead day-to-day global Customer Operations across multiple markets, ensuring high standards for response time, decision accuracy, and customer satisfaction.
• Oversee Live Support, Complaints, Cases, and the QA function, ensuring quality insights translate into measurable improvements.
• Lead and develop the Division Manager and Specialist Manager, strengthening middle management accountability and ownership.
• Translate executive priorities into structured operational plans with clear KPIs, ownership, and timelines.
• Own core CX metrics, including CSAT, DSAT, complaint rate per order, first contact resolution, productivity, and auto-resolution rate.
• Own the post-order experience as a retention lever, reducing friction that impacts repeat behaviour and customer lifetime value.
• Identify churn drivers through complaint and contact data, and partner cross-functionally to address root causes.
• Drive early risk detection using data, spotting performance gaps, tenure risks, repeat contact patterns, and quality inconsistencies before they escalate.
• Challenge existing workflows and simplify operations to reduce unnecessary contact volume and duplication.
• Increase safe automation and AI adoption, balancing efficiency gains with customer trust and decision quality.
• Collaborate with Product, Data, Partner Operations, and Logistics to resolve systemic friction, not just individual tickets.
• Define and track customer health indicators, linking operational metrics to retention outcomes.
• Provide structured, data-backed insights and recommendations to leadership.
• Run continuous improvement cycles and ensure best practices are implemented consistently across markets.

What We’re Looking For

• 7+ years in Customer Operations or CX leadership, ideally in a marketplace, tech-enabled, or multi-region business.
• Proven experience managing layered teams, including managers and QA functions.
• Strong analytical mindset, able to translate data into structured operational action.
• Deeply customer-oriented, with sound judgement and balanced decision-making.
• Practical thinker who applies common sense within structured processes.
• Hands-on operator who challenges inefficiency and drives simplification.
• Comfortable holding performance conversations and building accountability at all levels.
• Experience with automation, AI tooling, or modern CX platforms preferred.
• Able to operate in fast-paced, international environments with clarity and discipline.

Work Schedule

• Mon-Fri (UK Shift Timing)
• 9-hour shift (8 working hours)

If you want to build disciplined, data-driven Customer Operations at scale, this role is for you.