Global Remote Customer Service Manager

Medium; Philippines; Remote; PHP 1,600,000 - 2,000,000; Full time

Benefits offered by this job

Remote-first working

Performance-based bonuses

Health benefits

Pension schemes

Career development

Job summary

ParcelHero is seeking an experienced Customer Service Manager to lead our 50-strong remote team and drive service quality as we expand internationally into the US and Europe. You will coordinate with CX, QA, product, and tech teams to optimise processes and enhance the customer experience across consumer and business segments.

The role demands decisive leadership in a high-pressure, high-volume environment with a focus on automation, self-service, and scalable customer interactions.

Qualifications

• Ten years in customer service, with seven+ in leadership roles overseeing large teams (40–50+ reports).
• Experience in fast-paced, high-volume environments.
• Fluent English with strong written and verbal skills.
• Track record in process improvement, optimisation, or automation.

Responsibilities

• Lead a 50-strong remote team via team leaders, setting performance expectations.
• Collaborate across CX, Quality Assurance, marketing, product, and technology to align customer touchpoints.
• Analyse customer feedback and metrics to drive improvements in service quality and satisfaction.
• Develop communication strategies for delivery updates, disruptions, and issue resolutions.
• Identify and implement new services or tools to enhance the customer experience.

Skills

Leadership

Decisiveness

Problem-solving

Collaboration

Process & Automation Mindset

Customer Focus

Communication

Organisational Skills

Data-driven

Tech-savvy

Tools

Zendesk

Salesforce

Job description

ParcelHero is seeking an experienced Customer Service Manager to lead our 50-strong remote team and drive service quality as we expand internationally into the US and Europe. You will coordinate with CX, QA, product, and tech teams to optimise processes and enhance the customer experience across consumer and business segments.

The role demands decisive leadership in a high-pressure, high-volume environment with a focus on automation, self-service, and scalable customer interactions.