Customer Service Manager

About Cityfurnish

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.

Role Overview

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.

Key Responsibilities

Customer Service Operations

• 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.

Team Management & Training

• 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.

Automation & Process Improvement

• 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.

Voice of Customer & Analytics

• 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.

Compliance & Governance

• Ensure policy clarity and compliance across refunds, replacements, grievance handling, and customer data privacy.
• Maintain process documentation, SOPs, and operational governance standards.

Key Skills & Competencies

• 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

Qualifications & Experience

• 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.

Key Performance Indicators (KPIs)

• 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

What makes this role different?

• 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