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About Cityfurnish Cityfurnish is one of India’s 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), we’re building the operating system for how urban India furnishes homes. We’re 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 isn’t a cost centre bolted onto a product — it’s 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 a