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Cityfurnish

Customer Service Manager

New
900000 –1200000 USD / yearWorldwide
Cityfurnish

Customer Service Manager

New
900000 –1200000 USD / yearWorldwidesla managementprocess optimizationautomationai-assisted supportcustomer satisfaction managementnps measurementqueue management

Manage and scale end-to-end customer service operations across multiple channels to enhance customer experience and operational efficiency.

Requirements

  • Graduate in any discipline (MBA preferred but not mandatory)
  • 6–10 years of experience in customer service operations within e-commerce, rentals, logistics, consumer internet with at least 2–3 years managing teams of 15+.
  • Hands-on experience with helpdesk CRMs (Zoho Desk, Ozontel or similar tools)— not just using them, but configuring workflows, blueprints, SLA rules, and automations.
  • Proven track record of improving CSAT/NPS and operational efficiency metrics in fast-paced environments
  • Fluency in English and Hindi. You’ll communicate with subscribers, train agents, present to the founder, and write SOPs — all require clarity.

Other

  • Cityfurnish is one of India’s leading furniture and appliance rental platforms, helping individuals and businesses furnish spaces through affordable, flexible, and hassle-free subscription solutions.
  • Founded in 2015 and Backed by Y Combinator and marquee investors including Steve Chen (co-founder, YouTube) and Paul Buchheit (creator of Gmail), we’re building the operating system for how urban India furnishes homes.
  • We’re not a marketplace. We own the inventory, manage deliveries, handle installations, run pickups, process refunds, and maintain products through their lifecycle. That means customer service at Cityfurnish isn’t a cost centre bolted onto a product — it’s the product experience itself. Every subscriber interaction, from onboarding to tenure-end pickup, flows through the CS team.
  • Own and scale end-to-end customer service operations for Cityfurnish across phone, WhatsApp, email, chat, and social channels. Drive operational excellence through process optimization, automation, AI-assisted support, and strong people leadership while improving CSAT, NPS, SLA adherence, and overall customer experience.
  • This role reports directly to the Founder and works closely with Operations, Product, Tech, Finance, Marketing, and CRM teams.
  • Run daily customer service operations across calls, WhatsApp, email, chat, and social channels including queue management, SLA adherence, escalation handling, and workforce planning.
  • Build and optimize SOPs for key customer journeys including pre-sales support, KYC, delivery/installations, service requests, relocations, refunds, pickups, and damage claims.
  • Set up and improve omnichannel workflows across helpdesk, telephony, chatbot, and WhatsApp systems.
  • Partner closely with Operations to improve deliveries, technician visits, reschedules, and reverse logistics.
  • Define and monitor operational KPIs through dashboards, reports, and reviews.
  • Lead and mentor Team Leads and agents across shifts. Drive hiring, onboarding, training, and monthly QA programs with clear scorecards and performance reviews.
  • Build structured training programs covering customer communication, Zoho Desk workflows, Odoo processes, subscription transfer rules, and refund/deposit logic.
  • Create career progression paths and strengthen team retention and engagement.
  • Monitor and improve AI-led support initiatives including voice bots, chatbot workflows, automated reminders, and customer notification systems.
  • Build and maintain self-serve support systems including Help Center, FAQs, IVR flows, and chatbot-first resolution journeys to improve deflection and reduce cost-to-serve.
  • Run operational experiments including proactive shipment notifications, automated tenure-end reminders, and WhatsApp communication workflows.
  • Improve First Response Time (FRT), Average Handle Time (AHT), First Contact Resolution (FCR), and Escalation Resolution TAT.
  • Create a strong Voice of Customer (VOC) program by tagging tickets, publishing weekly insights, and driving root cause analysis with Product, Operations, and Marketing teams.
  • Analyze repeat customer issues and identify operational or product gaps through data-driven RCA.
  • Own customer experience metrics including CSAT, NPS, SLA adherence, backlog management, and quality scores.
  • Ensure policy clarity and compliance across refunds, replacements, grievance handling, and customer data privacy.
  • Maintain process documentation, SOPs, and operational governance standards.
  • Strong customer service operations leadership experience
  • Team management and coaching mindset
  • Strong analytical and problem-solving skills
  • Expertise in SLA management, workforce planning, RCA, and process optimization
  • Experience with helpdesk CRMs and telephony systems such as Zoho Desk, Odoo (ERP), Whatsapp business API, Metabase, Sagepilot etc.
  • Process-oriented with strong documentation skills
  • CSAT & NPS improvement
  • First Response Time (FRT) & Average Handle Time (AHT)
  • First Contact Resolution (FCR)
  • Escalation Resolution TAT
  • SLA adherence across channels
  • Backlog management & aging
  • Refund and service request TAT
  • Cost-to-serve optimization & deflection rate
  • QA & compliance scores
  • You’ll inherit a structured and fast-evolving support ecosystem with documented workflows, AI bots, dashboards, and automation already in place. The goal is to optimize, scale, and professionalize it further.
  • This is not a traditional call center role. You’ll manage the complete subscriber lifecycle across deliveries, relocations, renewals, pickups, refunds, and service operations.
  • You’ll work directly with the Founder and collaborate closely with Ops, Product, Tech, Finance, and Marketing teams, with the ability to drive fast execution and visible impact.
  • AI and automation are already embedded into the support stack. You’ll help shape how human support and AI-led workflows scale together to deliver a superior customer experience
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