Remote Customer Service Leader for 50-Strong Team

Medium; Cypress (CA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Remote-first

Bonuses based on performance

Health insurance

Pension schemes

Training & development

Job summary

ParcelHero is expanding its remote-first team globally and seeking an experienced Customer Service Manager to lead a 50-strong remote team, elevate service quality, and tailor the experience for consumer and business customers as we enter the US and Europe.

You will drive cross-functional collaboration, optimise processes, and implement automation initiatives to meet growing expectations. This role demands decisive leadership and a focus on delivering outstanding customer outcomes.

Qualifications

• Ten years of customer service experience.
• Seven years in a customer service management role overseeing large teams (40+ reports).
• Proven ability in fast-paced, high-volume environments.
• Decisive, sharp decision-making and strong problem-solving skills.
• Track record of process improvement, optimisation or automation initiatives.
• Experience serving both consumer and business customers is advantageous.

Responsibilities

• Lead and develop a 50-strong remote customer service team with clear performance expectations.
• Collaborate across Customer Experience and QA for journey optimisation, processes, and automation.
• Collect and analyse customer feedback with CX to identify pain points and opportunities.
• Monitor and improve service metrics (NPS, CSAT, customer effort).
• Coordinate with marketing, product, and technology to align touchpoints with customer needs.
• Develop communication strategies for delivery updates and issue resolutions.
• Identify opportunities for new services, tools, or processes that enhance the customer experience.
• Support initiatives to provide self-service content to reduce support loads.
• Manage vendor relationships with couriers to meet customer 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 systems

Job description

ParcelHero is expanding its remote-first team globally and seeking an experienced Customer Service Manager to lead a 50-strong remote team, elevate service quality, and tailor the experience for consumer and business customers as we enter the US and Europe.

You will drive cross-functional collaboration, optimise processes, and implement automation initiatives to meet growing expectations. This role demands decisive leadership and a focus on delivering outstanding customer outcomes.