Global Customer Service Manager — Remote-First

Logoslabs; San Francisco (CA); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Remote-first

Health insurance pension schemes

Career growth opportunities

Competitive salary with bonuses

Job summary

ParcelHero is seeking a Customer Service Manager to lead a 50-strong remote team and drive service quality as we scale internationally into the US and Europe. You will coordinate with Customer Experience and QA, optimise processes, and elevate experiences for both consumer and business customers.

You will shape our customer communications, policies, and education content, while partnering with marketing, product, and technology to ensure consistent, high-quality touchpoints across the platform.

Qualifications

• 10+ years in customer service
• 7+ years in a management role overseeing large teams (40–50+ reports)
• Proven track record in fast-paced, high-volume environments
• Decisive, sharp decision-making with strong problem-solving
• History of process improvement, optimisation, or automation initiatives
• Experience serving both consumer and business customers preferred
• Friendly and professional demeanour with strong relationship-building
• Excellent written and verbal communication skills
• Diplomatic handling of customer queries and complaints
• Typing speed of 40 wpm and fluent English

Responsibilities

• Lead a 50-strong remote customer service team and teams leaders with clear performance expectations
• Collaborate across Customer Experience and QA to optimise journeys, processes, and automation
• Collect and analyse customer feedback to identify pain points and uplift experience
• Track and improve key service metrics (NPS, CSAT, CES) across the team
• Coordinate with marketing, product, and tech to align customer touchpoints with needs
• Develop customer communication strategies for updates, disruptions, and resolutions
• Identify and implement new services, tools, or processes to enhance CX
• Create customer education resources to boost self-service
• Liaise with courier partners (DHL, FedEx, UPS) to meet expectations

Skills

Leadership

Decisiveness

Problem-Solving

Collaboration

Process and Automation Mindset

Customer Focus

Communication

Organisational Skills

Data-Driven

Tech-Savvy

Tools

Zendesk

Salesforce

Job description

ParcelHero is seeking a Customer Service Manager to lead a 50-strong remote team and drive service quality as we scale internationally into the US and Europe. You will coordinate with Customer Experience and QA, optimise processes, and elevate experiences for both consumer and business customers.

You will shape our customer communications, policies, and education content, while partnering with marketing, product, and technology to ensure consistent, high-quality touchpoints across the platform.