Remote Customer Service Manager – Global Scale

Parcelvision Limited; United Kingdom; A distancia; GBP 50.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first

Health insurance

Pension scheme

Training opportunities

Descripción de la vacante

ParcelHero, a leading UK parcel delivery price comparison and TMS provider, is a remote-first company with a fast-growing customer service function. We’re expanding internationally and seeking an experienced Customer Service Manager to lead 50 remote team members and elevate service for consumer and business customers.

In this role you’ll drive cross‑department collaboration, optimize processes, and monitor key metrics while shaping the customer experience as we scale globally.

Formación

• 10+ years of customer service experience.

Responsabilidades

• Lead a 50-strong remote customer service team and team leaders, setting performance expectations.
• Collaborate with Customer Experience and QA to optimise processes.
• Track and improve metrics (NPS, CSat, CES).
• Coordinate with marketing, product, and technology for aligned touchpoints.
• Develop customer communication strategies for updates and issue resolution.
• Identify opportunities to introduce new services, tools, or processes.
• Support customer education initiatives to improve self-service options.
• Manage relationships with courier partners (DHL, FedEx, UPS).

Conocimientos

Leadership

Decisiveness

Problem solving

Collaboration

Automation mindset

Customer focus

Communication

Organisational skills

Data-driven

Tech-savvy

Herramientas

Zendesk

Salesforce

Descripción del empleo

ParcelHero, a leading UK parcel delivery price comparison and TMS provider, is a remote-first company with a fast-growing customer service function. We’re expanding internationally and seeking an experienced Customer Service Manager to lead 50 remote team members and elevate service for consumer and business customers.

In this role you’ll drive cross‑department collaboration, optimize processes, and monitor key metrics while shaping the customer experience as we scale globally.