Customer service manager (CY)

Job description

Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally.

This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations.

You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale.

Responsibilities

Team Leadership: 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.

Cross-Department Collaboration: Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts.

Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience.

Service Quality and Metrics: Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team.

Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations.

Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions.

Service Innovation:Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life.

Customer Education: Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support.

Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

Applicant criteria

• A minimum of 10 years' customer service experience.
• A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports).
• Proven experience operating in a fast-paced, high-volume, high-pressure environment.
• A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills.
• A track record of contributing to process improvement, optimisation, or automation initiatives.
• Experience serving both consumer and business customers is an advantage.
• A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers.
• Excellent communication skills, both written and verbal.
• Good levels of diplomacy when dealing with customer queries and complaints.
• A minimum typing speed of 40 wpm.
• Fluent English, both written and verbal.
• Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential.

Key skills

Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure.

Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment.

Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively.

Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes.

Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives.

Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations.

Communication: Excellent verbal and written communication skills for both internal team management and external customer interactions.

Organisational Skills: Highly organised, with the ability to manage multiple tasks and priorities in a fast-paced environment.

Data-Driven: Strong analytical skills, with experience monitoring performance metrics and using data to drive improvements.

Tech-Savvy: Familiarity with customer service software (e.g., Zendesk, Salesforce) and parcel tracking systems.

What we offer

• The chance to join a fast-scaling, highly innovative tech business as it expands into the US and Europe.
• A genuine opportunity to shape our technology, processes, and approach as we grow.
• Remote-first working - no commute, work from anywhere with a strong connection.
• A dynamic and fast-paced work environment.
• Opportunities for career growth and development within the company.
• Competitive salary with performance-based bonuses.
• Comprehensive benefits package, including health insurance, pension schemes, and other perks.
• Ongoing professional development and training opportunities.