Customer service manager (IN)

ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year. We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform. We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally. We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world. Responsibilities Team Leadership: 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. Cross-Department Collaboration: Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. Customer Feedback Management: Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. Service Quality and Metrics: Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. Customer Education: Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations. Applicant criteria 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. Experience serving both consumer and business customers is an advantage. A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. Excellent communication skills, both written and verbal. Good levels of diplomacy when dealing with customer queries and complaints. A minimum typing speed of 40 wpm. Fluent English, both written and verbal. Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential. Key skills Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure. Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment. Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively. Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes. Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives. Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations. Communication: Excellent verbal and written communication skills for both internal team management and external customer interactions. Organisational Skills: Highly organised, with the ability to manage multiple tasks and priorities in a fast-paced environment. Data-Driven: Strong analytical skills, with experience monitoring performance metrics and using data to drive improvements. Tech-Savvy: Familiarity with customer service software (e.g., Zendesk, Salesforce) and parcel tracking systems.