Customer service manager (GR)
- Role
- Support
- Experience
- Senior
- Employment
- Full-time
- Company size
- Mid-size
Open to GR only. Set where you work from to check your eligibility.
No BS summary
ParcelHero is looking for an experienced Customer Service Manager to lead a remote team of 50+ people. This role involves driving quality of service, elevating customer experience for both consumer and business customers, and evolving service to meet the expectations of larger business and enterprise customers. You will be responsible for driving cross-department collaboration between customer service, customer experience, and QA teams to optimize processes and continuously improve the customer experience.
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.
Job description Are you passionate about improving the customer experience? Does coordinating across teams, countries, and time zones excite you? Parcelhero is looking for an experienced Customer Service Manager to lead our team leaders and 50-strong remote team, drive quality of service, and elevate the experience for both our consumer and business customers as we expand internationally. This is a high-pace, high-pressure environment. You'll need to be decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones. As our customer base shifts towards larger business and enterprise customers, you'll help evolve our service to meet their expectations. You will be responsible for driving cross-department collaboration between the customer service, customer experience, and QA teams - working closely with them to optimise processes and continuously improve the customer experience as we scale.
What you'll do
- Lead our team leaders and 50-strong remote team
- Drive quality of service
- Elevate the experience for both our consumer and business customers as we expand internationally
- Help evolve our service to meet the expectations of larger business and enterprise customers
- Drive cross-department collaboration between the customer service, customer experience, and QA teams
- Work closely with them to optimise processes and continuously improve the customer experience as we scale
What they require
- Experienced Customer Service Manager
- Passionate about improving the customer experience
- Excited about coordinating across teams, countries, and time zones
- Decisive, sharp, and comfortable making fast, sound judgement calls while managing competing priorities across departments and time zones
Benefits
- No commute
- No office politics
- Great work with talented colleagues around the world
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 our 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.