Customer service manager (PL)
$150,000–$200,000 year
Remote
Job Summary
Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. Drive cross-department collaboration between customer service, customer experience, and QA teams to optimise processes, continuously improve the customer experience, and evolve service offerings for shifting consumer and business audiences. Track and improve key service metrics such as Net Promoter Score, customer satisfaction, and customer effort score while developing communication strategies for delivery updates and issue resolutions. Liaise with courier partners to ensure services meet customer expectations and support initiatives providing educational content to reduce support needs. Collaborate with marketing, product, and technology teams to align all customer touchpoints with evolving needs as the company scales globally into the US and Europe.
Required Qualifications
- A minimum of 10 years' customer service experience
- A minimum of 7 years' experience in a customer service management role, including 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 with 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, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure
- Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment
- Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively
- A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes
- An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives
- A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations
- Excellent verbal and written communication skills for both internal team management and external customer interactions
- Highly organised, with the ability to manage multiple tasks and priorities in a fast-paced environment
- Strong analytical skills, with experience monitoring performance metrics and using data to drive improvements
- Familiarity with customer service software (e.g., Zendesk, Salesforce) and parcel tracking systems
Desired Qualifications
- Experience serving both consumer and business customers is an advantage
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