Customer Service Manager
Cityfurnish is an ecommerce furniture and appliance rental platform looking for a Customer Service Manager to own and scale end-to-end support operations. You will manage omnichannel support workflows, lead and mentor teams, and drive automation and AI-led deflection strategies. The role requires deep expertise in helpdesk CRM configuration and a proven track record of managing large teams in fast-paced environments. You will work directly with the founder to optimize customer experience and operational efficiency across the subscriber lifecycle.
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Experience
6-10 years
Function
Support
Work mode
Onsite, India
Company
Tier 2
What you will work on
Cityfurnish is an ecommerce furniture and appliance rental platform looking for a Customer Service Manager to own and scale end-to-end support operations. You will manage omnichannel support workflows, lead and mentor teams, and drive automation and AI-led deflection strategies. The role requires deep expertise in helpdesk CRM configuration and a proven track record of managing large teams in fast-paced environments. You will work directly with the founder to optimize customer experience and operational efficiency across the subscriber lifecycle.
TAL's take
Solid mid-tier growth company, direct reporting to founder, and well-defined operational ownership scope.
Extremely clear JD with detailed responsibilities, KPI expectations, and specific tool stack requirements.
Must haves
- 6-10 years of experience in customer service operations
- Experience in e-commerce, rentals, or logistics
- At least 2-3 years managing teams of 15+
- Hands-on experience with helpdesk CRMs like Zoho Desk
- Proven track record of improving CSAT/NPS and operational metrics
Tools and skills
About the company
Funded startup backed by Y Combinator but lacks the scale or brand status of Tier 1 giants.