Customer service manager (CZ)Verified as a real position

Who we’re looking for

• 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.

What you’ll do

• 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.

About the position

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.

Benefits

• The chance to join a fast-scaling, highly innovative tech business as it expands into the US and Europe.
• A genuine opportunity to shape our technology, processes, and approach as we grow.
• Remote-first working - no commute, work from anywhere with a strong connection.
• A dynamic and fast-paced work environment.
• Opportunities for career growth and development within the company.
• Competitive salary with performance-based bonuses.
• Comprehensive benefits package, including health insurance, pension schemes, and other perks.
• Ongoing professional development and training opportunities.