Customer Support Executive

About Cityfurnish

Cityfurnish - Commitment-free furniture rentals for a better you!

The role

**About the Role**We are looking for a highly driven Customer Support Executive who can independently own customer interactions from first contact through final resolution. This is a hands-on role for someone who enjoys solving problems, taking accountability, and ensuring that every customer receives a seamless and positive experience. You will be expected to manage queries, complaints, escalations, and complex cases end-to-end while coordinating with internal teams to drive timely resolutions. We operate in a fast-paced, technology and AI-focused startup environment, so we are looking for someone who is adaptable, proactive, comfortable with new tools, and constantly looking for smarter ways to improve the customer experience.**What You'll Do*** Take end-to-end ownership of customer queries, complaints, and escalations across chat, email, social media, and other support channels.* Own customer cases from the first interaction until complete resolution, ensuring timely follow-ups and clear communication throughout.* Deliver an exceptional customer experience with a strong focus on CSAT, first-contact resolution, response time, and resolution time.* Independently investigate customer issues, identify the root cause, and determine the best possible resolution.* Handle difficult or sensitive customer situations with empathy, professionalism, and sound judgment.* Proactively coordinate with Billing, Technology, Operations, other internal teams to resolve customer concerns.* Identify recurring customer pain points and escalate systemic issues before they impact more customers.* Maintain high standards of communication quality, accuracy, tone, and professionalism across all interactions.* Work comfortably with CRM platforms, ticketing systems, dashboards, automation tools, and AI-enabled customer support technologies.* Take ownership beyond assigned tickets whenever required to ensure the customer receives the right outcome.**What We're Looking For*** Bachelor's degree or equivalent professional experience.* 2+ years of experience in Customer Support / Customer Service, preferably within an e-commerce, technology, consumer internet, or fast-paced startup environment.* Proven ability to independently manage customer cases and complex escalations.* Excellent written and verbal communication skills.* Comfortable working with customer support metrics such as CSAT, NPS, SLA, response time, resolution time, and FCR.* Strong working knowledge of CRM, chat, email, and ticketing platforms.* Experience handling customers over chat.**What will make you a good fit for this role?*** Customer First: You genuinely care about finding the best possible resolution for the customer.* Ownership Mindset: You don't simply forward problems, you stay accountable until they are solved.* Independent Execution: You are comfortable making decisions, prioritizing cases, and moving things forward without constant supervision.* Problem Solver: You look beyond the immediate complaint to understand and solve the underlying problem.**What You'll Get*** The opportunity to take meaningful ownership of the end-to-end customer experience.* Freedom to identify problems and contribute ideas that directly improve customer experience and operational efficiency.* Strong opportunities for learning, responsibility, and career growth.