Head of Remote Customer Service (Scale-Up)

Remote; San Francisco (CA); À distance; USD 140 000 - 190 000; Plein temps

Avantages offerts par ce poste

Remote-first

Bonuses

Comprehensive benefits (health, dental

Pension/retirement

Career development

Résumé du poste

ParcelHero, a remote-first, fast-scaling logistics tech company, seeks a Senior Customer Service Leader to manage a 50-strong remote team and own customer experience initiatives across CX, QA, product and technology. You will drive metrics, feedback loops and process automation to deliver exceptional service for consumers and B2B clients worldwide.

You're a proven leader with 10+ years in customer service and 7+ years in management, thriving in a high-volume, fast-paced environment.

Qualifications

• 10+ years in customer service
• 7+ years in customer service management with large teams
• Experience in fast-paced, high-volume environment
• Strong problem-solving and decision-making skills
• Proven track record in process improvement or automation
• Experience serving both consumer and business customers is a plus
• Excellent communication and diplomacy in customer interactions
• Typing speed 40 wpm
• Fluent English (written and spoken)
• Experience in parcel/logistics/e-commerce is beneficial

Responsabilités

• Lead and develop a 50-strong remote customer service team, setting high performance standards
• Collaborate with CX and QA to optimize customer journeys and automate processes
• Collect and analyse customer feedback to identify pain points and improvements
• Track key service metrics (NPS, CSAT, CES) and drive service quality
• Coordinate with marketing, product and tech to align touchpoints with customer needs
• Develop communications strategies for delivery updates and issue resolutions
• Identify opportunities for new services, tools or processes to enhance the customer experience
• Support customer self-service via guides and FAQs
• Liaise with courier partners to meet or exceed expectations

Connaissances

Leadership

Decisiveness

Problem-Solving

Collaboration

Process & Automation Mindset

Customer Focus

Communication

Organisational Skills

Data-Driven

Tech-Savvy

Outils

Zendesk

Salesforce

Description du poste

ParcelHero, a remote-first, fast-scaling logistics tech company, seeks a Senior Customer Service Leader to manage a 50-strong remote team and own customer experience initiatives across CX, QA, product and technology. You will drive metrics, feedback loops and process automation to deliver exceptional service for consumers and B2B clients worldwide.

You're a proven leader with 10+ years in customer service and 7+ years in management, thriving in a high-volume, fast-paced environment.