Remote Customer Service Manager - Lead 50+ Team

Parcelhero; United States; A distancia; USD 90.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first working

Competitive salary

Health insurance

Descripción de la vacante

ParcelHero is seeking an experienced Customer Service Manager to lead our 50-strong remote team and elevate service quality as we scale internationally into the US and Europe. In a fast-paced, high-pressure environment you will drive cross-department collaboration between Customer Service, Customer Experience and QA, and align with marketing, product and technology to improve the customer journey.

You’ll shape processes, implement automation initiatives, and develop education content to empower

Formación

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

Responsabilidades

• Lead and develop a 50-strong remote customer service team
• Drive cross-department collaboration between Customer Service, Customer Experience and QA
• Coordinate with marketing, product and technology to align touchpoints with customer needs
• Develop communication strategies for delivery updates, disruptions and issue resolutions
• Identify opportunities to introduce new services, tools or processes
• Support initiatives to provide educational content to improve self-service options

Conocimientos

Leadership

Decisiveness

Problem-Solving

Collaboration

Process and Automation Mindset

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 our 50-strong remote team and elevate service quality as we scale internationally into the US and Europe. In a fast-paced, high-pressure environment you will drive cross-department collaboration between Customer Service, Customer Experience and QA, and align with marketing, product and technology to improve the customer journey.

You’ll shape processes, implement automation initiatives, and develop education content to empower