Customer Service Manager

About Cityfurnish

About Cityfurnish:

Cityfurnish is a leading provider of furniture and appliance rentals, offering affordable and flexible solutions for individuals and businesses. Our mission is to transform the way people furnish and equip their spaces, combining comfort, style, and functionality. With a rapidly expanding presence in the rental market, we focus on delivering high-quality products and exceptional service. Backed by $5.2 million in funding from top investors, like YC, GFC, FJ Labs, Soma Capital & Venture Highway, Cityfurnish is revolutionizing the rental industry. We foster a dynamic, innovative, and collaborative work culture that empowers employees to drive impactful change. Join us as we grow and scale!

Role Purpose

Own end-to-end customer service operations for Cityfurnish across phone, WhatsApp, email, chat, and social. Improve CSAT and NPS, reduce resolution time, and create scalable processes that match our delivery and service promise.

Key Responsibilities

• Lead and mentor a team of TLs and agents across shifts. Drive hiring, onboarding, coaching, and a monthly QA program with clear scorecards.
• Run daily service ops: queue management, SLA adherence, escalation handling, and workforce planning for peak hours and seasonality.
• Build SOPs for common journeys: pre-sales queries, KYC support, delivery/installation updates, service requests, relocation, tenure end, pickup, refunds, and damage claims.
• Set up and optimize omnichannel workflows in the helpdesk and telephony stack.
• Partner with Operations to close the loop on deliveries, reschedules, technician visits, and reverse logistics.
• Create a Voice of Customer program: tag reasons, publish weekly insights, and drive RCA with Product, Ops, and Marketing.
• Define and monitor KPIs via dashboards and reports.
• Own policy clarity and compliance: refunds, replacements, FAQs data privacy, and grievance redressal timelines.
• Reduce cost to serve through deflection (help center, FAQs, IVR flows, chatbots) and first-contact resolution improvements.
• Run experiments: reply-time targets, proactive shipment notifications, tenure-end nudges, and utility-classified WhatsApp templates with the CRM team.

Key Skills and Competencies

• Service operations leadership, people management, coaching mindset
• Strong data literacy: funnel analysis, cohorting, RCA, SLA math, forecasting
• Expertise with helpdesk CRMs and telephony: Freshdesk/Zendesk/Zoho Desk, Exotel/Aircall, WhatsApp Business API
• Process design and documentation.
• Keen focus on training and automation.
• Customer-first communication, de-escalation, problem solving
• Cross-functional collaboration with Ops, Product, Tech, Finance, and Marketing
• Nice to have: ODOO/Zoho or similar CRM exposure, basic SQL, Excel/Google Sheets at an advanced level

Qualifications and Experience

• Graduate in any discipline. MBA preferred but not mandatory.
• 6–10 years in customer service for e-commerce, rentals, logistics, or consumer internet, with at least 2–3 years managing larger teams.
• Proven track record improving CSAT/NPS and reducing TAT/AHT in a fast-paced environment.
• Fluency in English and Hindi. Additional regional languages are a plus.

Performance Metrics (KPIs)

• CSAT and NPS improvement quarter on quarter
• First Response Time and Average Handle Time within targets
• First Contact Resolution rate and Escalation resolution TAT
• SLA adherence across channels and hours covered
• Backlog size and aging
• Refund and service request TAT
• Cost to serve per order and deflection rate
• Quality scores and compliance adherence

Reporting Structure

• Report directly to the founder
• Collaborates with City Operations, Central Ops, Product, Tech, Finance, Marketing, and the CRM/Retention team

Cultural Fit Indicators

• Ownership mindset and bias for action
• Empathy for customers and front-line teams
• Crisp communication and calm under pressure
• Data-driven, documentation-driven, and process-oriented
• Comfortable with experiments, fast iterations, and learning