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