Assistant Customer Experience Manager / Customer Service Manager

Pod Talent; Greater London; Remote; GBP 35,000 - 45,000; Full time

Job summary

A fast-growing furniture brand seeks an Assistant Customer Experience Manager to oversee customer service operations. This remote role involves managing a team, handling escalations, and driving improvements. Ideal candidates will have experience leading remote teams and a customer-focused mindset. The position promises career advancement within a growing company alongside competitive salary and attractive benefits.

Benefits

Wellness programmes

Sabbaticals

Personal development days

25 days holiday

Qualifications

• Proven experience in managing customer service teams.
• Self-driven with minimal supervision.
• Strong leadership and customer-focused skills.

Responsibilities

• Support day-to-day customer service operations.
• Handle customer escalations efficiently.
• Drive continuous process improvements.

Skills

Managing remote or hybrid customer service teams

Strong leadership skills

Customer-focused mindset

Comfortable with customer service software

Multilingual skills (English plus German or French)

Tools

Zendesk

Dixa

Job description

Assistant Customer Experience Manager / Customer Service Manager

Location: Greater London

Sector: Logistics & Customer Services

Job Type: Permanent

Salary: £40k - 45k per year

Contact: Holly Pattison

Contact Email: [e-mail]

Job ref: JOB-7019

Expiry date: 27-Aug-2025

Role: Assistant Customer Experience Manager / Customer Service Manager
Location: Remote (UK-based)
Salary: £35,000–£45,000 (flexible for the right candidate)

About the Business
We’re partnering with a rapidly growing, innovative furniture brand that recently underwent an acquisition in 2024, supported by a significant multi-million-pound investment to fuel global expansion. The business has shifted its manufacturing base recently, strengthening supply chain resilience and operational scale. Experiencing around 30% year-on-year growth, this company is expanding across Europe, including recent market launches across Germany and Ireland. They also collaborate with well-known retail partners and have begun outsourcing part of their customer service function to a highly regarded provider known for excellent customer satisfaction scores.

The Team & Reporting Structure
Reporting to the Customer Experience Manager, you will support a growing team comprising two Team Leads (one in-house, one outsourced) and six to seven agents. This role offers strong progression potential into a broader leadership role within 18–24 months.

Key Responsibilities for the position of Assistant Customer Experience Manager / Customer Service Manager

• Support day-to-day customer service operations and team performance management
• Handle mid-to-high level customer escalations via phone and email efficiently and professionally
• Drive continuous process improvements, including early-stage AI automation projects
• Help maintain and improve team metrics, with a current focus on an ~84% CSAT score
• Foster strong communication between in-house and outsourced teams
• Embody a curious, growth-oriented, and solution-driven mindset aligned with company culture

Ideal Candidate Profile for the position of Assistant Customer Experience Manager / Customer Service Manager

• Proven experience managing or supporting remote or hybrid customer service teams
• Confident, self-driven with minimal need for supervision
• Strong leadership and customer-focused skills
• Comfortable with customer service software such as Zendesk or Dixa; exposure to AI in CS is a plus
• Multilingual skills (English plus German or French) are advantageous but not essential

Why Apply?

• Remote role with an innovative and fast-growing company in the furniture retail sector
• Competitive salary with flexibility for the right candidate
• Clear career progression into a management role within a rapidly scaling business
• Attractive benefits including wellness programmes, sabbaticals, and personal development days
• 25 days holiday with a peak season blackout period (mid-October to mid-December)

Interview Process

• Stage 1: Virtual interview with the Customer Experience Manager and a Team Lead
• Stage 2: In-person interview with senior leadership

Interested? Please apply now or contact Holly at [e-mail] for a confidential discussion.