Ready to Shape the Future of Customer Experience?

Imagine being at the heart of improving millions of customer interactions every single year. Picture yourself leading a dynamic team, shaping how a fast-growing, technology-driven company connects with its users across the globe. We're ParcelHero, a leading parcel delivery comparison site in the UK, and we're on the hunt for a brilliant Customer Service Manager who thrives on making every customer's journey seamless, efficient, and genuinely positive. If you're passionate about elevating the customer experience and ready to coordinate across teams to drive impactful change, this fully remote, worldwide opportunity could be your next big step.

Overview

ParcelHero stands as one of the UK's premier parcel delivery price comparison sites, welcoming over 5 million visitors annually. We are a rapidly scaling, technology-focused business, supported by 120 remote staff spread across the globe. Our growth is accelerating, with international expansion into the US and Europe planned for this year. We cater to both consumers and businesses, currently at an almost 50/50 split. Our strategic move into Software as a Service (SaaS) is increasingly shifting our focus towards larger businesses and, ultimately, enterprise customers. In 2026, we launched ParcelHero Pro, our cutting-edge Transport Management Solution (TMS). This platform empowers retailers to subscribe monthly, ship using their own carrier accounts, and manage every aspect of their logistics directly through our innovative system. We pride ourselves on being a highly innovative company, deeply committed to optimisation, automation, and continuous process improvement. Joining us now means becoming an integral part of our exciting journey, helping to shape our technology, refine our processes, and define our approach as we expand globally. As a remote-first business, we offer a liberating work environment: no commute, no office politics, just dedicated work alongside talented colleagues worldwide.

Key Responsibilities

Lead, mentor, and motivate a high-performing remote customer service team focused on the UK market.
Develop and implement customer service strategies that enhance satisfaction and loyalty for our UK customer base.
Oversee daily operations, ensuring service level agreements (SLAs) are consistently met or exceeded.
Identify opportunities for process improvement and automation to boost efficiency and customer experience.
Collaborate closely with product, technology, and sales teams to resolve customer issues and provide feedback for product development.
Analyze customer service data and metrics to identify trends, report on performance, and inform strategic decisions.
Manage customer escalations and ensure timely, effective resolution.
Champion the voice of the customer within the organization, advocating for continuous improvements.
Stay informed about industry best practices and emerging customer service technologies.

Requirements

Proven experience in a customer service management role, preferably within a fast-paced, technology-driven environment.
Demonstrable track record of improving customer satisfaction and retention.
Strong leadership skills with the ability to inspire and manage a remote team effectively.
Excellent communication, interpersonal, and problem-solving abilities.
Proficiency in using CRM software and other customer service tools.
Analytical mindset with the ability to interpret data and make data-driven decisions.
Experience in the logistics, e-commerce, or SaaS sectors is a significant advantage.
Deep understanding of the UK customer service landscape and consumer expectations.
Self-motivated and capable of working autonomously in a remote setting.

What You'll Gain

The chance to significantly impact the customer experience for millions of users globally, specifically within the crucial UK market.
An opportunity to shape strategy and processes within a rapidly growing, international company.
Work with cutting-edge technology in an environment that values innovation, optimisation, and automation.
Join a truly remote-first culture, offering flexibility and a healthy work-life balance.
Collaborate with a diverse, talented team of colleagues from around the world.
Professional growth and development opportunities as we continue our global expansion.
Be part of a company that is redefining logistics solutions for businesses.