Customer Service Manager
Benefits
4w PTO
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Team Leadership:
- Manage and develop a team of team leaders overseeing a 50-strong remote customer service team.
- Set clear performance expectations and foster high performance under pressure.
- Ensure team insights feed into broader process and automation initiatives.
Cross-Department Collaboration:
- Work closely with Customer Experience and QA teams on customer journey optimization.
- Drive process improvement and automation based on frontline experience.
- Ensure alignment across marketing, product, and technology for all customer touchpoints.
Service Quality and Metrics:
- Track and improve key metrics like Net Promoter Score (NPS) and customer satisfaction.
- Implement customer feedback management through surveys and reviews.
- Develop communication strategies for delivery updates and issue resolutions.
ParcelHero
ParcelHero is one of the UK's biggest parcel delivery price comparison sites, serving consumers and businesses with over 5 million visitors yearly. The scaling, technology-focused business has 120 remote staff worldwide and is expanding into the US and Europe.