Remote Customer Service Manager — Lead 50+ Team & CX

Parcelvision; Town of Poland (NY); Hybrid; PLN 200,000 - 250,000; Full time

Benefits offered by this job

Remote‑first working

Competitive salary with bonuses

Health insurance

Pension schemes

Professional development

Job summary

ParcelHero, a remote-first tech-driven logistics platform, is seeking a Customer Service Manager to lead a 50-strong remote team and drive service quality as we expand internationally. You will oversee team leaders, optimise processes, and guide customer experience across consumer and business segments.

You will collaborate with CX, QA, product, and tech to align touchpoints and implement automation initiatives while fostering a culture of continuous improvement and exceptional customer care.

Qualifications

• Over 10 years of customer service experience.
• Over 7 years in a customer service management role, leading large teams (40–50+ direct reports).
• Experience in fast-paced, high-volume, high-pressure environments.
• Proven track record in process improvement, optimisation, or automation initiatives.
• Fluent English, both written and verbal.

Responsibilities

• Lead a 50-strong remote customer service team and develop leaders.
• Collaborate with Customer Experience and QA teams on journey optimisation and automation initiatives.
• Collect and analyse customer feedback to identify improvement opportunities.
• Track and improve key service metrics and drive quality across the team.
• Collaborate with marketing, product, and technology to align customer touchpoints.

Skills

Leadership

Team management

Decisiveness

Problem solving

Collaboration

Automation mindset

Customer focus

Communication

Organisational skills

Data-driven

Tech-savvy

Tools

Zendesk

Salesforce

Parcel tracking systems

Job description

ParcelHero, a remote-first tech-driven logistics platform, is seeking a Customer Service Manager to lead a 50-strong remote team and drive service quality as we expand internationally. You will oversee team leaders, optimise processes, and guide customer experience across consumer and business segments.

You will collaborate with CX, QA, product, and tech to align touchpoints and implement automation initiatives while fostering a culture of continuous improvement and exceptional customer care.