About the Role

Lead the customer service team at Cityfurnish.com, focusing on chat functions and outbound sales conversion. Develop strategies to enhance customer experience and drive sales growth. Manage team performance, analyze data, and collaborate across departments.

Key Responsibilities

• Lead and manage customer service team focusing on chat and outbound sales
• Develop and implement customer service strategies to enhance experience and sales
• Monitor team performance, provide feedback and coaching
• Analyze customer interactions and data to identify trends and improvements
• Establish and maintain performance metrics, KPIs, and SLAs

Required Skills & Qualifications

Must Have:

• Bachelor's degree in Business Administration, Marketing, or related field
• Minimum 5 years experience in customer service leadership with chat and outbound sales focus
• Proven experience managing 15-20 agents in fast-paced e-commerce
• Strong analytical skills and ability to make data-driven decisions

Nice to Have:

• Experience in furniture rental or e-commerce industry
• Knowledge of advanced customer service techniques and best practices
• Familiarity with Cityfurnish.com's business model and customer service standards