Are you someone who genuinely thrives on making customer experiences exceptional? Do you love connecting the dots across different teams to deliver smooth, impressive service every single time? At ParcelHero, we're not just a platform; we're building the future of parcel logistics, and we need a dynamic Customer Service Manager to lead our dedicated team. This isn't just a job; it's a chance to truly impact our global expansion, working fully remotely from anywhere in the world, surrounded by talented, passionate people.

Overview

ParcelHero stands as one of the UK's premier parcel delivery price comparison sites, attracting over 5 million visitors annually. We are a rapidly scaling, technology-focused business with a team of 120 remote staff operating worldwide. Our growth trajectory is steep, with international expansion planned for the US and Europe this year. We serve a diverse clientele, including both consumers and businesses, and our strategic shift into SaaS with Parcelhero Pro is increasingly targeting larger enterprises. Introduced recently, Parcelhero Pro is our cutting-edge Transport Management Solution, empowering retailers to manage all logistics and shipping through our platform with their own carrier accounts. Innovation, optimization, automation, and continuous process improvement are at the core of our operations. Joining us now means you will be instrumental in shaping our technology, processes, and overall approach as we expand globally. We proudly operate as a remote-first company, offering a flexible work environment focused on impactful contributions alongside talented colleagues across the globe.

Key Responsibilities

Lead, mentor, and motivate a high-performing, fully remote customer service team.
Develop and implement innovative customer service strategies and best practices to elevate the overall customer experience.
Monitor, analyze, and report on key customer satisfaction metrics such as NPS and CSAT, identifying areas for continuous improvement.
Foster strong cross-functional collaboration with our product, engineering, and sales teams to ensure seamless service delivery and problem resolution.
Efficiently manage and resolve escalated customer issues, ensuring timely and satisfactory outcomes.
Proactively identify and champion opportunities for process automation and optimization within customer service operations.
Ensure consistent adherence to service level agreements (SLAs) and high-quality standards.
Contribute to the creation and delivery of training programs for new and existing team members.
Establish robust feedback loops with customers to gather insights and drive product or service enhancements.

Requirements

Proven experience in a customer service management role, ideally within a technology or SaaS environment.
Demonstrable leadership skills with a track record of successfully managing and developing remote teams.
Exceptional communication abilities, both written and verbal, combined with strong interpersonal skills.
A deep understanding of customer experience principles and a passion for creating positive customer journeys.
A strong analytical mindset, capable of interpreting data to inform strategic decisions and process improvements.
Proficiency with modern CRM software and customer support platforms.
A proactive, solution-oriented approach to problem solving and process enhancement.
Comfort and effectiveness working in a dynamic, fast-paced, global remote environment.
Fluency in English is essential for global team communication.

What You'll Gain

A unique opportunity to significantly shape the technology, processes, and strategic direction of a rapidly scaling global business.
The chance to work with cutting-edge technology, including our innovative Parcelhero Pro TMS.
Enjoy the flexibility and autonomy of a fully remote work environment, free from commutes and office politics.
Collaborate daily with a diverse, talented, and passionate team of colleagues from around the world.
Directly impact our customer experience strategy, contributing to our reputation for excellence.
Engage in continuous learning and professional development within an innovative company culture.
Be a vital part of an organization deeply committed to optimization and automation.