Senior Customer Service Leader - Remote, Global Ops

Parcelhero; Town of Poland (NY); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Remote-first

Job summary

Parcelhero is seeking an experienced Customer Service Manager to lead our 50-strong remote customer service team and elevate service quality as we expand internationally. You will drive cross‑department collaboration, track metrics, and shape our customer experience for both consumer and B2B customers.

The role demands decisiveness, strong communication, and the ability to manage competing priorities across time zones in a high‑pressure environment.

Qualifications

• A minimum of 10 years’ customer service experience.
• A minimum of 7 years’ experience in a customer service management role with large teams.
• Experience in fast-paced, high-volume environments and cross‑department collaboration.

Responsibilities

• Lead and develop a 50-strong remote customer service team with clear performance expectations.
• Collaborate with CX and QA to optimise the customer journey and automate processes.
• Collect and analyse customer feedback to improve the end-to-end experience.
• Track key metrics (NPS, CSAT, CSO) and drive quality improvements across teams.
• Coordinate with marketing, product and tech to align touchpoints with customer needs.
• Develop communications to inform customers about deliveries, disruptions, and resolutions.
• Identify opportunities to introduce new services and tools for better service.
• Create educational content to enhance self-service options and reduce support needs.
• Liaise with courier partners (DHL, FedEx, UPS) to ensure service quality.

Skills

Leadership

Decisiveness

Problem-Solving

Collaboration

Automation Mindset

Customer Focus

Communication

Organisational Skills

Data-Driven

Tech-Savvy

Tools

Zendesk

Salesforce

Parcel tracking systems

Job description

Parcelhero is seeking an experienced Customer Service Manager to lead our 50-strong remote customer service team and elevate service quality as we expand internationally. You will drive cross‑department collaboration, track metrics, and shape our customer experience for both consumer and B2B customers.

The role demands decisiveness, strong communication, and the ability to manage competing priorities across time zones in a high‑pressure environment.