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ParcelHeroCustomer service manager (PP)
ParcelHero is hiring a Customer Service Manager to lead its team leaders and a remote customer service team of about 50 people. ParcelHero is a UK…
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About This Role
ParcelHero is hiring a Customer Service Manager to lead its team leaders and a remote customer service team of about 50 people. ParcelHero is a UK parcel delivery price comparison business that is expanding into the US and Europe, and it has recently launched a transport management platform that lets merchants use the carriers they already hold accounts with. The company is remote-first, with about 120 staff worldwide. The manager…
Job Description
ParcelHero is hiring a Customer Service Manager to lead its team leaders and a remote customer service team of about 50 people. ParcelHero is a UK parcel delivery price comparison business that is expanding into the US and Europe, and it has recently launched a transport management platform that lets merchants use the carriers they already hold accounts with. The company is remote-first, with about 120 staff worldwide.
The manager sets performance expectations, develops team leaders and keeps service quality high in a fast-paced setting that serves both consumer and business customers. The role partners with the CX and QA groups on customer journey work, process improvement and automation, and it passes frontline insight into new services and into how customers are told about delivery updates, disruptions and resolutions.
Core measures are Net Promoter Score, satisfaction ratings and effort scores. The manager also supports self-service content such as how-to guides and FAQs, and manages relationships with courier partners including DHL, FedEx and UPS. The posting asks for at least ten years in customer service, seven of them managing large teams, and a decisive style of problem-solving under time pressure.
The role suits someone who can coordinate across departments and time zones and who wants to shape the company's technology and processes as it scales.
Responsibilities
- Lead and develop team leaders who oversee a 50-person remote customer service team
- Work with Customer Experience and QA on journey optimization, process change and automation
- Gather and analyze customer feedback from surveys and reviews to find pain points
- Track NPS and the satisfaction and effort ratings, pushing service quality up
- Align the website, booking platform and support touchpoints with customer expectations, alongside marketing, product and technology
- Design messaging for parcel progress alerts, outages and how problems get closed
- Introduce new services, tools and processes that improve the customer experience
- Support educational content such as how-to guides and FAQs to strengthen self-service
- Manage relationships with courier partners DHL, FedEx and UPS
Requirements
- At least 10 years in customer service
- Seven years minimum managing customer service operations, with 40 to 50+ people reporting in
- Demonstrated results in fast, busy, high-stress operations
- Decisive, sharp decision-making and strong critical thinking
- A record of process improvement, optimization or automation
- A friendly, professional manner with diplomacy in handling complaints
- Typing speed of at least 40 words per minute
- Fluent written and spoken English
- Strong organizational skills for managing several priorities at once
Qualifications
- Background with consumer and B2B clientele
- Familiar with parcel shipping, logistics or online retail
- Know tools like Zendesk and Salesforce, plus parcel tracking software
- Data-driven habits, with experience monitoring performance metrics
Core Skills
Benefits
- Remote-first working with no commute
- Pay plus bonuses tied to results
- Medical cover, pensions and additional perks
- Ongoing professional development and training
- Career growth opportunities within the company
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
Yes, ParcelHero describes itself as remote-first, and the posting says the work can be done from a variety of locations as long as the connection is solid.
How large is the team?
The manager leads team leaders who oversee a remote customer service team of about 50 people.
What experience is required?
At least 10 years in customer service, including at least seven years in a management role.
Is a salary figure given?
The posting mentions pay plus performance-based bonuses but does not state an amount.
Sample Interview Questions
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