Senior Customer Service Executive

Cityfurnish.com 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.

Role Overview

Chat process

You’ll the captain of our chat operations—leading, managing, and motivating a dynamic team to deliver exceptional customer service. You’ll monitor performance, resolve escalations, and drive improvements to exceed both customer expectations and business goals.

What will you do?

1. Leadership & Team Management

• Supervise and mentor a team of chat support agents
• Plan, manage, and adjust shift schedules to ensure optimal coverage; track attendance and shrinkage.
• Lead daily huddles, one-on-one coaching sessions, and team meetings to align on goals, share updates, and boost morale.

2. Quality Assurance & Performance Monitoring

• Monitor live chat interactions and review transcripts for quality, providing timely feedback and guidance.
• Track critical KPIs—AHT, FCR, CSAT, response times, abandonment rates, and quality scores—and identify trends for improvement
• Prepare regular performance reports; present insights to Senior Management and implement process enhancements.

3. Escalation & Problem Resolution

• Act as the point of escalation for complex cases—take ownership, resolve issues, and ensure root-cause solutions are applied
• Collaborate with cross-functional teams (IT, Operations, Revenue) to surface recurring issues and streamline workflows.

4. Training & Knowledge Management

• Conduct onboarding and ongoing training—keeping agents sharp with the latest product/service insights
• Maintain and evolve internal knowledge bases, FAQs, and best-practice materials.

5. Process Improvement & Innovation

• Continuously review operations and identify inefficiencies or pain points.
• Implement improvements focused on quality, speed, scalability, and customer satisfaction.

📊 Key Performance Indicators (KPIs)

Performance will be measured on:

⏱️ Average Handle Time (AHT) & Response Time

🎯 First Contact Resolution (FCR) & Chat Abandonment Rate

🌟 Customer Satisfaction (CSAT) & Quality Scores

👥 Agent Utilization, Schedule Adherence, & Shrinkage

📚 Training Effectiveness & Continuous process improvement impact

What are we looking for?

• Minimum 2 years of experience in a Senior Executive/SME role within a chat or customer support process.
• Strong analytical, problem-solving, and communication skills.
• Familiarity with CRM/chat tools and ticketing systems.
• Ability to multitask, think on your feet, and stay calm under pressure
• Flexibility to work in fast-paced shifts and cover peak periods
• Minimum typing speed should be 40+ words with accuracy of 97% & above

✅ Ready to grow with us? Fill out our quick Google Form and take the first step to join our expanding team!

https://docs.google.com/forms/d/1rvuXicDcaIAFTOPqEergT-2Ta0E0AJxItOaBwP13esU/edit