Assistant Customer Experience Manager / Customer Service Manager

Pod Talent; United Kingdom; Remote; GBP 35,000 - 45,000; Full time

Job summary

A rapidly growing furniture brand is seeking an Assistant Customer Experience Manager to support a remote team. This role offers career progression into management while focusing on customer satisfaction and process improvement. Candidates with leadership skills and experience in customer service management are encouraged to apply. The company offers competitive salary and attractive benefits.

Benefits

Wellness programmes

Sabbaticals

Personal development days

25 days holiday

Qualifications

• Proven experience managing or supporting remote or hybrid customer service teams.
• Confident and self-driven with minimal need for supervision.
• Strong leadership and customer-focused skills.

Responsibilities

• Support day-to-day customer service operations and team performance management.
• Handle mid-to-high level customer escalations via phone and email.
• Drive continuous process improvements, including early-stage AI automation projects.

Skills

Customer service management

Leadership skills

Process improvement

Problem-solving

Multilingual communication

Tools

Zendesk

Dixa

Job description

Assistant Customer Experience Manager / Customer Service Manager

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Supply Chain and Customer Service

• Industries

  Transportation, Logistics, Supply Chain and Storage

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