Customer Service Manager

This is a fully remote position, open to applicants in Poland.

📋 Description

• Lead and nurture a team of team leaders managing a remote customer service group of 50, establishing clear performance goals and promoting high performance even under pressure.

• Collaborate closely with the Customer Experience and QA teams to enhance customer journey optimization, process improvements, and automation initiatives, ensuring that insights and experiences from the customer service team are integrated into these strategies.

• Gather and evaluate customer feedback (e.g., surveys, reviews) in partnership with the Customer Experience team to pinpoint pain points and opportunities for enhancing the overall experience.

• Monitor and elevate key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, to drive service quality across the team.

• Work alongside marketing, product, and technology teams to ensure all customer interaction points (website, booking platform, support) meet customer needs and expectations.

• Formulate communication strategies to enhance customer notifications regarding delivery updates, service interruptions, and problem resolutions.

• Discover opportunities to implement new services, tools, or processes that elevate the customer experience, collaborating with relevant teams to bring these ideas to fruition.

• Assist in initiatives aimed at providing customers with educational content (e.g., how-to guides, FAQs) to enhance self-service capabilities and minimize the need for direct support.

• Coordinate with courier partners (DHL, FedEx, UPS) to guarantee that their services meet or surpass customer expectations.

⛳️ Requirements

• At least 10 years of experience in customer service.

• Minimum of 7 years in a customer service management position, with direct oversight of large teams (40-50+ direct reports).

• Demonstrated experience working in a fast-paced, high-volume, high-pressure environment.

• A decisive decision-maker with strong critical thinking and problem-solving abilities.

• Proven history of contributing to process improvements, optimizations, or automation projects.

• Experience with both consumer and business customers is a plus.

• A friendly and professional attitude - a genuine enjoyment in interacting and building relationships with customers is essential.

• Exceptional communication skills, both written and spoken.

• Good diplomatic skills when addressing customer queries and complaints.

• Minimum typing speed of 40 wpm.

• Fluent in English, both written and spoken.

• Experience in the parcel delivery, logistics, or e-commerce sectors is advantageous but not mandatory.

🏝️ Benefits

• Health insurance

• Pension schemes

• Performance-based bonuses

• Competitive salary

• Remote-first working - no commute, work from anywhere with a strong connection.

• Opportunities for career growth and development within the company.

• Ongoing professional development and training opportunities.