Customer Support Team Lead

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 Overview

Cityfurnish is hiring for a customer support team lead where you will lead and monitor a team of agents and ensure that customers receive fast, helpful, and high-quality service across all channels. Youll own the day-to-day operations, guide improvements, coach agents, and work cross-functionally to ensure the support experience scales with our growth.

Key Responsibilities

• Lead, mentor, and manage a team of Customer Support Associates / agents.
• Set KPIs / SLAs for the team (e.g. CSAT / NPS, response time, resolution time, ticket handling time).
• Monitor & report on performance metrics; drive improvements in quality, productivity, customer satisfaction.
• Handle escalated issues / complaints; ensure proper resolution and follow-up.
• Conduct regular 1:1s, coaching sessions, team-huddles / standups.
• Oversee staffing, scheduling and shifts (ensure coverage during busy periods).
• Maintain the quality & tone of communication (email / chat / phone / social / etc.).
• Collaborate with other teams product, logistics, operations, tech to resolve root-cause issues (for example: order delays, returns, payment issues).
• Maintain or improve documentation / SOPs / knowledge base for support agents.
• Identify process improvements / automation opportunities.
• Participate in recruitment, onboarding & training of new support staff.

Qualifications & Skills

• Bachelors degree (or equivalent); or relevant experience.
• Minimum 3 years in customer service with atleast 1-2 years in a team lead role.
• Proven experience in customer support or customer service operations preferably within e-commerce or fast-paced startup environment.
• Strong communication skills (verbal & written).
• Data-driven mindset comfortable using metrics and reports to drive outcomes.
• Ability to coach, mentor, motivate team members; strong interpersonal skills.
  

Desired Attributes

• Customer-first attitude with empathy and patience.
• Analytical thinker; proactive problem solver.
• Organized, detail-oriented, with ability to manage multiple priorities
• Leadership presence with ability to scale processes as business grows.
  

What Youll Get

• Opportunity to build / shape the customer support function from early stages.
• Exposure to senior leadership & cross-functional collaboration.
• Room for career growth

In case you wish to apply to this role, please email your resume to surabhi.kumar@cityfurnish.com or contact on 7303801950