Senior Customer Service Manager - Remote & Global Growth

Medium; Oregon (WI); Hybrid; USD 57,156 - 68,587; Part time

Benefits offered by this job

Remote‑first

Job summary

ParcelHero, a remote-first, high‑growth logistics tech company, is hiring a Customer Service Manager to lead our 50‑strong remote team and elevate service for consumer and business customers as we scale internationally into the US and Europe. You’ll drive cross‑department collaboration, set performance standards, and implement initiatives to improve the customer experience across time zones.

In a fast‑paced environment, you’ll shape processes with CX, QA, product and tech, mentor team leaders,

Qualifications

• 10+ years in customer service.
• 7+ years in a customer service management role overseeing large teams.
• Experience in a fast-paced, high-volume environment.
• Strong problem-solving and critical thinking.
• Experience serving both consumer and business customers.
• Fluent English, both written and verbal.

Responsibilities

• Lead a 50-strong remote customer service team and develop performance.
• Collaborate with CX and QA to optimise processes.
• Collect and analyse customer feedback with CX to identify pain points.
• Track and improve metrics like NPS and CSAT.
• Coordinate with marketing, product and tech to align touchpoints.
• Develop communication strategies for delivery updates and issues.
• Identify opportunities for new services, tools, and processes.
• Support initiatives for customer education to improve self-service.
• Manage relationships with courier partners (DHL, FedEx, UPS).

Skills

Leadership

Decisiveness

Problem-Solving

Collaboration

Process & Automation

Customer Focus

Communication

Organisational Skills

Data-Driven

Tech-Savvy

Tools

Zendesk

Salesforce

Job description

ParcelHero, a remote-first, high‑growth logistics tech company, is hiring a Customer Service Manager to lead our 50‑strong remote team and elevate service for consumer and business customers as we scale internationally into the US and Europe. You’ll drive cross‑department collaboration, set performance standards, and implement initiatives to improve the customer experience across time zones.

In a fast‑paced environment, you’ll shape processes with CX, QA, product and tech, mentor team leaders,