USD per year
Cityfurnish
Cityfurnish - Commitment-free furniture rentals for a better you!
Customer Service Manager
₹900K - ₹1.2M INR•Gurugram, HR, IN Job type Full-time Role Support Experience 6+ years Visa US citizenship/visa not required Apply to Cityfurnish and hundreds of other fast-growing YC startups with a single profile. Apply to role 7
About the role
About Cityfurnish Cityfurnish is one of Indias 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), were building the operating system for how urban India furnishes homes. Were 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 isnt a cost centre bolted onto a product 1s 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 scorecardsand performance reviews.
- Build structured training programs covering customer communication Zoho Desk workflows Odoo processes subscription transfer rules,and refund/deposit logic.
- Create career progression pathsand strengthen team retentionand engagement.
Automation & Process Improvement
- Monitorand improve AI-led support initiatives including voice bots chatbot workflows automated reminders,and customer notification systems.
- Buildand maintain self-serve support systems including Help Center FAQs IVR flows,and chatbot-first resolution journeys to improve deflectionand 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 issuesand 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 clarityand 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 managementand coaching mindset
- Strong analyticaland problem-solving skills
- Expertise in SLA management workforce planning RCA,and process optimization
- Experience with helpdesk CRMsand telephony systems such as Zoho Desk Odoo (ERP) Whatsapp business API Metabase Sagepilot etc.
- Process-orientedwith strong documentation skills
Qualifications & Experience
- Graduate in any discipline (MBA preferred but not mandatory)
- 610 years of experience in customer service operations within e-commerce rentals logistics consumer internet with at least 23 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/NPSand operational efficiency metrics in fast-paced environments
- Fluency in Englishand Hindi.Youll 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?
- Youll 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.Youll manage the complete subscriber lifecycle across deliveries relocations renewals pickups refunds,and service operations.
- Youll work directly with the Founder and collaborate closely with Ops Product Tech Finance,and Marketing teams with the ability to drive fast executionand visible impact.
-AIand automation are already embedded into the support stack.Youll help shape how human supportand AI-led workflows scale together to deliver a superior customer experience
About Cityfurnish
CityFurnish.com is India's fastest growing rental brand providing home furniture & appliances on easyand affordable rentals.
Commitment-free furniture rentals for a better you! Cityfurnish is India's fastest growing rental brand providing Home Furniture and Appliances on easy and affordable rentals. Furniture Packages across three categories - Bed Room, Dining Room, and Living Room. Flexible Rental Contract with Easy Payments. Expert Delivery and Installation.
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