Senior Remote Customer Service Leader for Global Growth

Parcelhero; Town of Poland (NY); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Remote-first working

Competitive salary with bonuses

Health insurance

Pension schemes

Professional development

Job summary

ParcelHero is seeking an experienced Customer Service Manager to lead a 50-strong remote team and elevate service as we expand internationally into the US and Europe. You will drive cross-department collaboration, improve processes, and optimise the customer journey for both consumer and business customers.

In this high-paced role, you’ll manage performance, analytics, and initiatives across CX, QA, product, and technology, while shaping our customer communication strategy and education content

Qualifications

• 10+ years in customer service
• 7+ years in a customer service management role with 40–50 direct reports
• Experience in fast-paced, high-volume environments
• Decisive, sharp decision-maker with strong problem-solving
• Proven track record in process improvement, optimisation, or automation
• Experience serving both consumer and B2B customers is a plus
• Friendly, professional demeanour with strong relationship-building
• Excellent written and verbal communication
• High diplomacy in handling queries and complaints
• Minimum typing speed of 40 wpm
• Fluent English (written and spoken)
• Experience in parcel delivery/logistics/e-commerce is beneficial

Responsibilities

• Lead a 50-strong remote customer service team and set clear performance expectations
• Coordinate cross-department collaboration with CX and QA to optimise processes
• Collect and analyse customer feedback to identify pain points
• Track and improve service metrics (NPS, CSat, CES) across the team
• Align customer touchpoints with marketing, product, and tech
• Develop customer communication strategies for updates and disruptions
• Identify and implement service innovations with relevant teams
• Support customer education through guides and FAQs
• Liaise with courier partners (DHL, FedEx, UPS) to meet expectations

Skills

Leadership

Decisiveness

Problem-Solving

Collaboration

Process Automation

Customer Focus

Communication

Organisational Skills

Data-Driven

Tech-Savvy

Fluent English

Typing 40 wpm

Tools

Zendesk

Salesforce

Job description

ParcelHero is seeking an experienced Customer Service Manager to lead a 50-strong remote team and elevate service as we expand internationally into the US and Europe. You will drive cross-department collaboration, improve processes, and optimise the customer journey for both consumer and business customers.

In this high-paced role, you’ll manage performance, analytics, and initiatives across CX, QA, product, and technology, while shaping our customer communication strategy and education content