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 Holly@pod-talent.com for a confidential discussion.
