Customer Service Manager

About ParcelHero

ParcelHero is a major UK parcel delivery price-comparison platform that attracts more than 5 million visitors each year. The business is scaling quickly, is strongly focused on technology, and operates with a global remote workforce of 120 people. It is expanding internationally into the US and Europe this year.

The company serves both consumer and business customers in roughly equal measure today, and its move into SaaS is expected to shift the balance further toward larger businesses and enterprise accounts. In 2026, the company introduced Parcelhero Pro, a modern TMS (Transport Management Solution) that lets retailers use their own carrier accounts, pay a monthly subscription, and manage logistics through the platform.

ParcelHero is built around innovation, automation, optimisation, and continuous improvement. This role offers the opportunity to help shape the company’s tools, processes, and customer experience as the business grows globally. It is a remote-first setup, designed to avoid commuting and office politics while enabling collaboration with talented colleagues across regions.

Role Overview

The company is seeking an experienced Customer Service Manager to oversee team leaders and a remote customer service function of around 50 people. The position is focused on strengthening service quality, improving customer experience, and supporting growth across consumer and business segments as the company expands overseas.

This is a demanding, fast-moving environment where strong judgement, speed, and clear decision-making are essential. The role requires balancing priorities across departments and time zones while helping the service model evolve for larger business and enterprise customers.

You will also help connect customer service with customer experience and QA teams so that frontline feedback directly informs process improvements, automation, and service design.

Key Responsibilities

Lead and develop team leaders who supervise a remote customer service team of about 50 people, while setting clear expectations and maintaining strong performance standards in a high-pressure setting.

Partner with Customer Experience and QA teams to improve the customer journey, streamline processes, and support automation efforts, making sure frontline insights are used to shape improvements.

Gather and evaluate customer feedback such as surveys and reviews with the Customer Experience team to identify recurring issues and opportunities to improve service.

Monitor and improve service performance measures including Net Promoter Score, customer satisfaction, and customer effort score.

Work with marketing, product, and technology teams to ensure customer-facing touchpoints such as the website, booking flow, and support experience match customer needs.

Design better customer communication approaches for delivery updates, service interruptions, and resolution updates.

Spot opportunities for new services, tools, and process improvements, then collaborate with the relevant teams to implement them.

Support creation of customer education materials such as how-to content and FAQs to improve self-service and reduce support demand.

Build and maintain relationships with courier partners including DHL, FedEx, and UPS so that delivery services meet customer expectations.

Candidate Profile

The ideal candidate brings at least 10 years of customer service experience and at least 7 years in a customer service management role, including direct leadership of large teams of 40 to 50 or more people.

Experience in a fast-paced, high-volume, and high-pressure environment is essential, along with the ability to make quick, well-reasoned decisions and solve problems effectively.

A background in process improvement, optimisation, or automation is important. Experience supporting both consumers and business customers is beneficial.

The role also calls for a friendly, professional approach, strong written and verbal communication skills, good diplomacy when handling complaints, and a typing speed of at least 40 words per minute.

Fluency in English, both written and spoken, is required. Experience in parcel delivery, logistics, or e-commerce would be an advantage but is not mandatory.

Skills and Working Style

The role calls for strong leadership, collaboration, customer focus, analytical thinking, and comfort with service software and parcel tracking tools. The successful candidate should be organised, data-driven, tech-aware, and able to work decisively in a highly dynamic environment.

What You’ll Get

This is an opportunity to join a fast-scaling, innovative technology business while it expands into the US and Europe. The role gives you the chance to influence technology, processes, and service approach during a key growth phase.

The company offers remote-first working, a fast-paced environment, opportunities for growth, competitive pay with performance-based bonuses, a comprehensive benefits package that includes health insurance and pension coverage, and ongoing learning and development.

Working hours are 8:30am to 5:00pm, Monday to Friday, GMT. You will receive 20 days of holiday each year plus your birthday off.

This position is on a contractor basis, so you will be responsible for your own tax arrangements. You must also have a minimum 20 MB broadband connection and your own PC or laptop plus a headset.

The stated salary includes a 15% performance-related bonus.

Reporting Line

This role reports to the Head of Operations.