Customer Service Manager

About the role

ParcelHero is seeking an experienced Customer Service Manager to lead a 50-strong remote team and drive service quality as the company expands internationally. The role involves managing team leaders, optimizing customer experience processes, and collaborating across departments to meet the needs of both consumer and enterprise customers. You will operate in a high-pace environment, requiring decisive judgment and a focus on automation and continuous improvement.

Responsibilities

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure.
• Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives.
• Collect and analyse customer feedback alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience.
• Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score.
• Collaborate with marketing, product, and technology teams to ensure all customer touchpoints align with customer needs and expectations.
• Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.
• Identify opportunities to introduce new services, tools, or processes that enhance the customer experience.
• Support initiatives to provide customers with educational content to improve self-service options.
• Liaise with courier partners to ensure they provide services that meet or exceed customer expectations.

Required skills

• Leadership
• Team management
• Decisiveness
• Problem-solving
• Collaboration
• Process improvement
• Automation
• Customer focus
• Communication
• Organisational skills
• Data analysis
• Zendesk
• Salesforce
• Parcel tracking systems

Nice to have

• Logistics sector experience
• E-commerce sector experience

Qualifications

• Minimum of 10 years' customer service experience
• Minimum of 7 years' experience in a customer service management role
• Experience with direct oversight of large teams (40-50+ direct reports)
• Fluent English

Benefits

• Health insurance
• Pension schemes
• Professional development and training

About the Company

ParcelHero is a scaling, technology-focused parcel delivery price comparison site with over 5 million annual visitors. The company is remote-first, highly innovative, and currently expanding internationally into the US and Europe.