Global Remote Customer Service Manager

Medium; Town of Greece (NY); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Remote work

Performance bonuses

Health insurance

Pension

Job summary

ParcelHero is expanding internationally and seeks an experienced Customer Service Manager to lead a 50-strong remote team, elevate the customer experience, and align across CX and QA as we scale into the US and Europe.

You will drive service quality metrics, coordinate with marketing, product and technology, and introduce automation initiatives, training, and self-service content to support both consumer and business customers.

Qualifications

• 10 years’ customer service experience.

Responsibilities

• Lead a 50-strong remote customer service team and develop performance expectations under pressure.
• Collaborate with CX and QA on journey optimization and automation initiatives.
• Collect and analyse customer feedback with the CX team to identify pain points and opportunities.
• Track and improve metrics like NPS, CSAT and customer effort score.
• Coordinate with marketing, product and technology to align touchpoints with customer needs.
• Develop communication strategies for delivery updates, disruptions and resolutions.
• Identify opportunities to introduce new services and tools to enhance customer experience.
• Provide educational content to promote self-service and reduce support load.
• Liaise with courier partners (DHL, FedEx, UPS) to meet customer expectations.

Skills

Leadership

Decisiveness

Problem Solving

Collaboration

Automation mindset

Customer focus

Communication

Organisational skills

Data-driven

Tech-savvy

Tools

Zendesk

Salesforce

Job description

ParcelHero is expanding internationally and seeks an experienced Customer Service Manager to lead a 50-strong remote team, elevate the customer experience, and align across CX and QA as we scale into the US and Europe.

You will drive service quality metrics, coordinate with marketing, product and technology, and introduce automation initiatives, training, and self-service content to support both consumer and business customers.