Customer Service Manager (Part Time)

Are you someone who truly lights up when you see a customer's day made better? Do you thrive on connecting the dots across different teams, making sure everything runs smoothly to deliver an exceptional experience? Here at ParcelHero, we're not just moving parcels; we're building connections and innovating at a rapid pace. As one of the UK's leading parcel comparison sites, with millions of visitors and ambitious international expansion into the US and Europe, we're on an incredible journey. We need a Customer Service Manager to help shape our future, ensuring our customers, from small businesses to burgeoning enterprises, receive world-class support as we grow globally. This is a chance to make a real impact, working remotely with a passionate team from anywhere in the world.

Overview

ParcelHero stands as one of the UK's foremost parcel delivery price comparison sites, welcoming over 5 million visitors each year. We are a rapidly scaling, technology-driven business, supported by a global team of 120 remote staff. This year marks our significant international expansion into the US and Europe, pushing our reach even further.

Our customer base is currently a near equal mix of consumers and businesses. However, with our strategic shift into SaaS and the 2026 launch of ParcelHero Pro, our cutting-edge Transport Management Solution (TMS), we are increasingly serving larger businesses and moving towards enterprise clients. ParcelHero Pro empowers retailers with a monthly subscription to manage their logistics, ship on their own carrier accounts, and oversee every aspect of their shipping operations through our advanced platform.

Innovation is at our core. We are deeply committed to optimisation, automation, and continuous process improvement across all areas of our business. Joining ParcelHero now means becoming an integral part of this exciting journey, directly contributing to the evolution of our technology, processes, and overall approach as we expand worldwide. We embrace a remote-first culture, offering a work environment free from commutes and office politics, focused purely on great work with talented colleagues across the globe.

Key Responsibilities

Lead, mentor, and inspire a high-performing remote customer service team, fostering a culture of excellence and continuous improvement.
Develop, implement, and refine customer service strategies and policies to enhance overall customer satisfaction and operational efficiency.
Collaborate closely with product, sales, and operations teams to identify customer pain points and provide feedback that influences product development and service offerings.
Oversee the resolution of complex customer issues and escalations, ensuring timely and effective solutions that uphold ParcelHero's service standards.
Utilise data and analytics to monitor team performance, identify trends, and implement proactive measures to improve service delivery.
Contribute to the ongoing optimisation and automation of customer service processes, leveraging technology to streamline workflows.
Drive initiatives aimed at increasing customer loyalty and retention, particularly as we expand our business and enterprise client base.
Ensure consistent application of best practices across the team, adapting to the needs of our diverse global customer segments.

Requirements

Proven experience in a customer service management role, ideally within a remote-first or technology-driven environment.
Exceptional leadership and team management skills, with a track record of motivating and developing staff.
Strong analytical and problem-solving abilities, capable of interpreting data to drive strategic decisions.
Excellent written and verbal communication skills, able to interact effectively with customers and internal stakeholders at all levels.
Familiarity with CRM systems and customer service technologies.
A proactive, results-oriented mindset, comfortable working in a fast-paced, rapidly scaling international business.
A genuine passion for delivering outstanding customer experiences and a commitment to continuous improvement.
Experience in logistics, e-commerce, or SaaS platforms is highly advantageous.

What You'll Gain

The opportunity to be a pivotal part of a fast-growing, innovative technology company with a global footprint.
Influence the direction of our technology, processes, and customer approach during a period of significant international expansion.
Enjoy the benefits of a fully remote role, offering flexibility and work-life balance from anywhere in the world.
Work alongside a diverse and talented team of colleagues who are passionate about what they do.
Opportunities for professional growth and development within a company committed to optimisation and automation.
Contribute to a company culture that values innovation, collaboration, and making a real impact.