Customer service manager (CZ)
$150,000–$200,000 year
Remote
Job Summary
Manage and develop a 50-strong remote customer service team, setting clear performance expectations and fostering high output under pressure. Drive cross-department collaboration with Customer Experience, QA, marketing, and product teams to optimise processes, automate initiatives, and align all touchpoints with customer needs. Track and improve key service metrics such as NPS, customer satisfaction, and effort scores while analysing feedback to identify pain points. Develop communication strategies for delivery updates and issue resolutions, and liaise with courier partners like DHL, FedEx, and UPS to ensure service standards are met. Identify opportunities for new services, tools, and educational content to enhance the self-service experience for both consumer and business clients. Lead this high-pace, high-pressure role as ParcelHero scales internationally into the US and Europe, shaping technology and processes for our expanding logistics platform.
Required Qualifications
- A minimum of 10 years' customer service experience
- A minimum of 7 years' experience in a customer service management role
- direct oversight of large teams (40-50+ direct reports)
- Proven experience operating in a fast-paced, high-volume, high-pressure environment
- A decisive, sharp decision-maker
- excellent critical thinking and problem-solving skills
- A track record of contributing to process improvement, optimisation, or automation initiatives
- A minimum typing speed of 40 wpm
- Fluent English, both written and verbal
- Strong leadership and team management skills
- proven ability to motivate and develop large customer service teams
- Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment
- Excellent problem-solving skills
- ability to handle complex delivery issues and escalations effectively
- A natural collaborator who works effectively across departments
- An appetite for optimisation, automation, and continuous improvement
- frontline insight to help shape these initiatives
- A deep commitment to delivering outstanding customer service across both consumer and B2B audiences
- strong understanding of differing customer needs and expectations
- Excellent verbal and written communication skills
- Highly organised
- ability to manage multiple tasks and priorities in a fast-paced environment
- Strong analytical skills
- experience monitoring performance metrics
- using data to drive improvements
- Familiarity with customer service software (e.g., Zendesk, Salesforce)
- Familiarity with parcel tracking systems
Desired Qualifications
- Experience serving both consumer and business customers
- Experience in the parcel delivery, logistics, or e-commerce sector
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