Senior Remote Customer Service Leader (Global Scale)

Parcelvision; Philippines; On-site; PHP 5,545,286 - 7,393,714; Full time

Benefits offered by this job

Remote-first working

Competitive salary with performance‑t基

Professional development opportunities

Health insurance

Job summary

ParcelHero, a UK-based parcel delivery price comparison platform, is hiring a Customer Service Manager to lead our 50-strong remote team and elevate service as we scale internationally. You will drive cross‑functional collaboration across CX, QA, product and tech, optimise processes, and implement improvements in customer experience for both consumer and business customers while expanding into new markets.

This role demands decisive leadership in a high‑pace environment with a focus on quality,

Qualifications

• Minimum 10 years in customer service.
• Minimum 7 years in a customer service management role overseeing large teams (40-50+ direct reports).
• Experience in fast-paced, high-volume environments.
• Decisive, sharp decision-maker with strong critical thinking.
• Track record in process improvement, optimisation, or automation.
• Experience serving both consumer and business customers is a plus.
• Friendly and professional demeanour with strong relationship-building.
• Excellent written and verbal English communication.
• Typing speed at least 40 wpm.

Responsibilities

• Lead and develop a 50-strong remote customer service team, setting clear performance expectations.
• Collaborate with CX and QA on customer journey optimisation and automation initiatives.
• Collect and analyse customer feedback to identify pain points and opportunities.
• Track and improve metrics like NPS, CSAT, and CES.
• Align customer touchpoints with marketing, product, and technology teams.
• Develop communication strategies for delivery updates and issue resolutions.
• Identify opportunities to introduce new services or tools.
• Support customer education initiatives (how-to guides, FAQs).
• Liaise with courier partners (DHL, FedEx, UPS) to ensure service meets expectations.

Skills

Leadership

Decisiveness

Problem-Solving

Collaboration

Process and Automation Mindset

Customer Focus

Communication

Organisational Skills

Data-Driven

Tech-Savvy

Tools

Zendesk

Salesforce

Parcel tracking

Job description

ParcelHero, a UK-based parcel delivery price comparison platform, is hiring a Customer Service Manager to lead our 50-strong remote team and elevate service as we scale internationally. You will drive cross‑functional collaboration across CX, QA, product and tech, optimise processes, and implement improvements in customer experience for both consumer and business customers while expanding into new markets.

This role demands decisive leadership in a high‑pace environment with a focus on quality,