Remote Customer Service Leader: Global Scale

ApplyMint; Philippines; On-site; PHP 1,600,000 - 2,000,000; Part time

Benefits offered by this job

Remote‑first working

Career growth opportunities

Bonus opportunities

Health insurance & pension

Professional development

Job summary

ParcelHero is seeking an experienced Customer Service Manager to lead a 50-strong remote team and elevate service quality as we scale internationally. You will drive cross‑department collaboration, optimise customer journeys, and implement automation initiatives to meet the evolving needs of both consumer and enterprise customers.

You will manage performance, champion process improvements, and liaise with couriers to ensure service levels meet expectations in a remote-first work environment.

Qualifications

• Minimum 10 years in customer service, 7+ years in a management role.
• Experience leading large teams (40-50+ direct reports).
• Proven ability in fast-paced, high-volume environments.
• Strong problem-solving and decision-making skills.
• Experience with customer service improvements and automation.

Responsibilities

• Lead a 50-strong remote team and set clear performance expectations.
• Collaborate with CX and QA to optimise customer journeys and processes.
• Collect and analyse customer feedback to identify pain points.
• Track key metrics (NPS, CSAT, customer effort) and drive improvements.
• Coordinate with marketing, product, and tech to align touchpoints with customer needs.
• Develop communication strategies for delivery updates and issue resolutions.
• Identify and implement new services or tools to enhance the experience.
• Support educational content to boost self-service and reduce support load.
• Manage relationships with courier partners to meet customer expectations.

Skills

Leadership

Decisiveness

Problem-Solving

Collaboration

Process Automation Mindset

Customer Focus

Communication

Organisational Skills

Data-Driven

Tech-Savvy

Tools

Zendesk

Salesforce

Parcel tracking systems

Job description

ParcelHero is seeking an experienced Customer Service Manager to lead a 50-strong remote team and elevate service quality as we scale internationally. You will drive cross‑department collaboration, optimise customer journeys, and implement automation initiatives to meet the evolving needs of both consumer and enterprise customers.

You will manage performance, champion process improvements, and liaise with couriers to ensure service levels meet expectations in a remote-first work environment.