Lead a customer support team, handle escalations, improve processes, and deliver exceptional service for a UK-based furniture brand. Full-time, Noida.

About the Company

A K Enterprises, a subsidiary of Dhammatek Limited, brings more than two decades of experience in the furniture industry, prominently represented by the Dream Home Store brand. What began as an importer of furnishing products for the UK market has grown into a dynamic manufacturing and distribution enterprise with offices across the UK, India, and China. The company combines innovation, craftsmanship, and sustainability to create designs that transform homes worldwide, and is building a strong international team to support its continued growth.

Role Overview

The Customer Support Assistant Manager role is a leadership position focused on driving exceptional customer experiences for a brand that serves UK customers. This is not just a ticket-resolution role; it is a people management, process improvement, and customer experience leadership role. The Assistant Manager will lead a support team, handle complex escalations, improve operational processes, and ensure every customer interaction reflects the high standard the brand is known for. The ideal candidate has 2-3 years of relevant experience and proven team handling skills within a UK customer support process.

Key Responsibilities

• Lead the Team: Manage, coach, and motivate a customer support team to deliver consistent service and meet performance expectations.
• Own the Customer Experience: Handle complex and escalated customer issues with empathy, confidence, and sound judgement.
• Drive UK Process Excellence: Apply hands-on experience of UK customer support operations, customer expectations, and service standards.
• Turn Problems into Solutions: Identify recurring issues, understand root causes, and work with cross-functional teams to improve processes.
• Manage Performance: Track team KPIs, productivity, quality, attendance, and customer service performance, taking corrective action as needed.
• Coach for Better Conversations: Review calls, chats, and emails, providing practical feedback to help team members improve.
• Keep Communication Sharp: Ensure customers receive clear, professional, and accurate communication across all channels.
• Escalate with Ownership: Own difficult cases, drive them to closure, and ensure they do not simply move between desks.

Tech Stack

The tech stack is not explicitly detailed in the job listing, but the role implies proficiency with standard customer support tools and platforms. These typically include:

• CRM systems: Zendesk, Freshdesk, HubSpot, or similar
• Communication platforms: VoIP systems, ticketing systems, live chat software
• Performance monitoring tools: Analytics dashboards, quality management software
• Reporting tools: Excel, Google Sheets, or basic BI tools for KPI tracking
• Collaboration tools: Slack, Microsoft Teams, or similar

Candidates should be comfortable working with these types of tools and able to learn new software quickly.

Career Path:

• Customer Support Assistant Manager
• Customer Support Manager
• Senior Customer Support Manager
• Customer Experience / Operations Lead

What You’ll Gain:

• Lead a customer support function and develop leadership skills
• Gain deeper exposure to international customer service and UK processes
• Build towards senior leadership opportunities in Customer Experience and Customer Support Operations

2-3 years of relevant customer support experience; proven experience in team handling / people management; strong understanding of customer service KPIs and performance management; excellent spoken and written English; confident handling international customers and different UK accents; strong escalation and conflict-resolution skills; ability to coach, mentor and develop team members; strong analytical and problem-solving ability; comfortable managing multiple priorities in a fast-paced environment; organised, dependable and accountable; customer-first mindset with a strong sense of ownership

Health insurance, Provident Fund