Customer Service Manager (GR)

Imagine yourself at the forefront of customer experience, helping to shape how millions connect with their deliveries. ParcelHero is looking for an exceptional Customer Service Manager to lead our efforts, specifically catering to our vibrant Greek market. If you're passionate about empowering teams, refining processes, and leveraging technology to truly delight customers, this could be your next big adventure. You'll join a rapidly expanding, remote-first company where your insights will directly influence our global scaling journey.

Overview

ParcelHero stands as one of the UK's largest parcel delivery price comparison sites, welcoming over 5 million visitors annually. We are a dynamic, technology-centric business with a dedicated team of 120 remote professionals spanning the globe, and our growth trajectory is accelerating as we expand into the US and European markets this year. We serve a diverse clientele, split almost evenly between consumers and businesses, a mix that is steadily shifting towards larger enterprises with our strategic move into SaaS. In 2026, we proudly launched Parcelhero Pro, our advanced Transport Management Solution (TMS). This innovative platform empowers retailers with a monthly subscription to manage their logistics, ship using their own carrier accounts, and oversee every aspect of their delivery operations. Our company thrives on innovation, a deep commitment to optimisation, automation, and continuous process improvement. Joining us now places you right at the heart of this exciting journey, allowing you to help shape our technology, our operational processes, and our customer-centric approach as we scale internationally. We embrace a remote-first philosophy: forget the daily commute, sidestep office politics, and instead, focus on delivering outstanding work alongside talented colleagues from around the world. In this particular role, you will specifically focus on enhancing the customer experience for our valued Greek-speaking customers and the Greek market.

Key Responsibilities

Lead, mentor, and motivate a high-performing customer service team focused on the Greek market.
Develop and implement strategies to elevate customer satisfaction and service quality.
Manage daily operations, including handling complex escalations and resolving critical issues efficiently.
Analyse customer feedback, identify trends, and propose actionable improvements to our services and processes.
Collaborate effectively with cross-functional teams, including product development and operations, to ensure a seamless customer journey.
Drive the adoption of new customer service tools and technologies, enhancing efficiency and team productivity.
Oversee training and ongoing development programs for team members, fostering a culture of continuous learning and excellence.
Monitor performance metrics and ensure strict adherence to service level agreements (SLAs) for the Greek market.
Contribute to the strategic growth and evolution of our customer service department.

Requirements

A minimum of 3 years of proven experience in a customer service management role.
Exceptional leadership and team-building capabilities, with a track record of inspiring and developing staff.
Fluent proficiency in both Greek and English, written and spoken, is essential.
A deep understanding of customer service best practices and expectations within the Greek market.
Outstanding communication, problem-solving, and interpersonal skills.
Demonstrated experience with CRM software and other customer service technologies.
A data-driven mindset, comfortable using analytics to inform decisions and drive improvements.
The ability to thrive in a fast-paced, dynamic, and fully remote working environment.
Prior experience in the logistics, e-commerce, or SaaS industry is a significant advantage.

What You'll Gain

The unique opportunity to significantly influence and shape a rapidly scaling global business.
Direct involvement with cutting-edge technology, including our innovative Parcelhero Pro TMS platform.
A position within a highly innovative, automation-focused, and genuinely remote-first company culture.
Clear pathways for professional growth and continuous personal development.
The chance to collaborate with a diverse, talented, and supportive international team.
The satisfaction of making a tangible impact on the experience of millions of users worldwide.