Remote Customer Service Leader for 50-Strong Team

Parcelhero; EE. UU.; A distancia; USD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first

Descripción de la vacante

ParcelHero is seeking an experienced Customer Service Manager to lead a 50-person remote team across international operations. You will drive quality of service, optimize cross-department processes, and elevate the customer experience for both consumers and business customers as the company expands into the US and Europe.

You will oversee CX/QA collaboration, analyze customer feedback, and implement automation initiatives to improve satisfaction and efficiency.

Formación

• 10+ years in customer service with 7+ years in management of large teams.
• Experience in fast-paced, high-volume environments.
• Strong process improvement and automation track record.

Responsabilidades

• Lead a 50-strong remote customer service team and set performance expectations.
• Collaborate across Customer Experience, QA, marketing, product, and tech.
• Drive CX metrics like NPS and CSAT, and optimize customer journeys.
• Manage vendor relations with courier partners and ensure service quality.
• Develop customer education content to improve self-service.

Conocimientos

Leadership

Decisiveness

Problem-Solving

Collaboration

Process & Automation

Customer Focus

Communication

Organisational Skills

Data-Driven

Tech-Savvy

Herramientas

Zendesk

Salesforce

Parcel tracking systems

Descripción del empleo

ParcelHero is seeking an experienced Customer Service Manager to lead a 50-person remote team across international operations. You will drive quality of service, optimize cross-department processes, and elevate the customer experience for both consumers and business customers as the company expands into the US and Europe.

You will oversee CX/QA collaboration, analyze customer feedback, and implement automation initiatives to improve satisfaction and efficiency.