Customer Service Manager

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

📋 Description

• Lead and nurture a team of team leaders managing a 50-member remote customer service team, establishing clear performance standards and promoting high performance in challenging situations.

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

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

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

• Work in partnership with marketing, product, and technology teams to ensure that all customer interactions (website, booking platform, support) meet customer needs and expectations.

• Create communication strategies to enhance how customers receive updates on deliveries, service interruptions, and issue resolutions.

• Discover opportunities to implement new services, tools, or processes that improve the customer experience, collaborating with relevant teams to execute these initiatives.

• Assist in efforts to provide customers with educational content (e.g., how-to guides, FAQs) to enhance self-service options and lessen the demand for support.

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

⛳️ Requirements

• At least 10 years of experience in customer service.

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

• Demonstrated ability to function in a fast-paced, high-volume, and high-pressure environment.

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

• A proven history of contributing to process improvement, optimization, or automation efforts.

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

• A friendly and professional attitude - you should genuinely enjoy engaging and building relationships with customers.

• Exceptional communication skills, both written and verbal.

• Strong diplomatic skills when addressing customer inquiries and complaints.

• A typing speed of at least 40 wpm.

• Proficient in English, both written and spoken.

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

🏝️ Benefits

• An opportunity to be part of a rapidly growing, innovative tech company as it expands into the US and Europe.

• A genuine chance to influence our technology, processes, and strategies as we evolve.

• Remote-first work environment - no commuting, work from anywhere with a reliable internet connection.

• A vibrant and fast-paced workplace.

• Opportunities for career advancement and development within the organization.

• Competitive salary complemented by performance-based bonuses.

• Comprehensive benefits package, including health insurance, pension plans, and other perks.

• Continuous professional development and training opportunities.