Assistant Customer Success Associate

The RoleAs part of the Customer Relationship Team, you will act as a key point of support for both customers and the team, serving as the first escalation point for complex queries while supporting the Manager in the day-to-day running of the function. You will play a hands-on role in ensuring smooth operations, high service levels, and team efficiency, stepping into leadership responsibilities when required to maintain continuity.Hybrid - Office Based 2 or 3 days a week. Key ResponsibilitiesProvide frontline customer support via phone and email, handling orders, quotes, queries, and complaintsAct as the escalation point for complex or unresolved customer issuesSupport the Manager in overseeing daily team operations, including workflow and resource planningMonitor team performance against KPIs, ensuring high standards of customer serviceCollaborate with internal teams (Sales, Production, Logistics) to deliver seamless customer solutionsAssist with onboarding, training, and ongoing development of team membersStep into managerial responsibilities in the Manager''s absence, maintaining team performance and motivationIdentify and implement process improvements to enhance efficiency and customer experienceProduce and review reports, maintaining accurate documentation and proceduresSkills and ExperienceProven experience in a senior customer-facing role, with exposure to team leadership or management coverStrong communication, leadership, and problem-solving skillsAbility to manage ..... full job details .....